Director of Customer Experience

Position: Director of Customer Experience
Location: Remote, but Southern California or Toronto preferred
Reports to: President
Department: Customer Success & Onboarding

Company Overview: TOOLBX is a fast-growing B2B SaaS company specializing in e-commerce and payment portal solutions for the lumberyard industry. We are committed to delivering cutting-edge technology that empowers our clients to grow their businesses.

Position Overview: We are seeking a dynamic and experienced Director of Customer Experience to lead and integrate our Onboarding, Account Management, and Customer Service teams. This role will be critical in ensuring a seamless customer journey from initial setup through ongoing engagement, ensuring customer satisfaction, retention, and growth.

The Director will oversee the customer onboarding process, customer service, and account management, ensuring that all customer issues are resolved efficiently and that our clients fully realize the value of our products. The ideal candidate will have a strong background in customer success, with a focus on B2B SaaS environments, and possess exceptional leadership and communication skills. This individual will report to the President.

Key Responsibilities:

• Leadership & Management:
  • Manage the Onboarding and Account Management teams, ensuring alignment and collaboration between both departments.
  • Establish and maintain clear processes for transitioning customers from onboarding to account management, ensuring a seamless and positive customer experience.
  • Develop and implement customer service policies that ensure timely and effective resolution of customer issues.
• Onboarding:
  • Oversee the entire customer onboarding process alongside our Program Manager, ensuring a smooth and efficient setup for new clients.
  • Monitor and optimize onboarding timelines, identifying and addressing bottlenecks or challenges.
  • Collaborate with the product and sales teams to ensure that onboarding processes are aligned with customer needs and product capabilities.
• Customer Success:
  • Develop and execute strategies for maximizing customer satisfaction, retention, and growth.
  • Ensure that customer service inquiries are handled promptly, with clear escalation paths and resolution timelines.
  • Oversee the delivery of ongoing training and support to customers, including regular feature updates and best practices.
• Customer Issue Resolution:
  • Implement and monitor a customer service policy that prioritizes timely and effective issue resolution.
  • Ensure that all customer issues are documented, tracked, and resolved in a manner that exceeds customer expectations.
  • Regularly review customer feedback and issue trends to identify areas for process improvement.
• Reporting & Analytics:
  • Track and report on key performance indicators (KPIs) related to customer onboarding, satisfaction, and retention.
  • Provide regular updates to senior management on customer success metrics and initiatives.
  • Use data-driven insights to continuously improve the onboarding and customer success processes.
• Team Development:
  • Foster a culture of continuous learning and development within the Onboarding and Account Management teams.
  • Conduct regular performance reviews and provide coaching and mentorship to team members.
  • Ensure that all team members are up-to-date with the latest product features and customer service best practices.

Qualifications:

• Experience:
  • Minimum of 7 years of experience in customer success, onboarding, or a related field, preferably within a B2B SaaS or Marketplace environment.
  • Proven track record of managing and scaling customer success teams, with a focus on improving customer satisfaction and retention.
  • Strong understanding of the onboarding process for complex SaaS products, with the ability to optimize and streamline workflows.
• Skills:
  • Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Exceptional communication skills, both written and verbal, with the ability to articulate complex concepts to a diverse audience.
  • Proficiency in CRM systems and customer success tools, with a data-driven approach to decision-making.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Participation in stock option benefit plan.
• Paid time off and holidays, with unlimited vacation.
• Opportunities for professional development and growth within a fast-paced, innovative company.