СШАDirector of Customer Experience
вчера
СШАDirectorHybrid
npscustomer experience managementsupport escalation management
Lead and unify the Implementation and Support teams to deliver and scale a high-quality customer experience for diverse financial services clients.
О компании
- builds compliance software for financial services firms.
- Our vision: We become the compliance layer every Financial Services firm runs on.
- Today, we serve 19 of the top 20 global asset managers, including BlackRock, Vanguard, PIMCO, and Morgan Stanley, alongside 1,550+ regulated firms. Our customers report $95–101T in combined AUM.
- We move fast and expect you to build structure where none exists yet. You'll get real autonomy and real ownership from day one, and we expect you to use AI as a first resort in how you build and scale your team's work.
Обязанности
- Implementation and Support run as one function, not two — shared goals, one handoff, one accountable owner for anything that crosses the line.
- Time-to-value drops, especially for Enterprise — tighter sequencing turns onboarding from a bottleneck into a differentiator.
- SMB and Enterprise are served on models built for each — lighter-touch and self-serve at the low end, high-touch where it counts, without either feeling like an afterthought.
- Support's scope is clear and escalations into Engineering fall, as customers self-serve more through the platform and knowledge base.
- AI is doing real work, not window dressing — ticket triage, resolution, and onboarding scale through automation, and headcount stops being the default answer to growth.
- NPS holds at 64+ as we scale — proof the merger strengthened the experience instead of diluting it.
- Team leads are coached, growing, and running an org structure built for how the business actually works now.
- You'll own the post-sale client journey end to end, across a book that spans self-serve digital accounts up through complex Enterprise implementations. You'll spend your early days figuring out how your teams should be structured to serve that range well, then build toward a model that keeps our service quality high without requiring it to be entirely hands-on.
- Own the end-to-end post-sale client experience across Implementation and Support, setting one strategy and one standard for both functions rather than letting them run as silos
- Manage Implementation and Support leadership, setting priorities, coaching, and resourcing both teams as you determine the right organizational structure
- Define and hold both functions accountable to shared metrics — implementation timelines and time-to-value, support response and resolution times, and client satisfaction
- Build a single, clear escalation path for issues that cross the Implementation/Support boundary, so complex client problems have one accountable owner
- Clarify the actual scope of support versus customer success — and re-align where necessary so each team is doing the work it's built for
- Use AI to scale service without losing quality — extending ticket triage and resolution automation, and building toward self-serve onboarding for our digital customer base
- Tighten onboarding sequencing to shorten time-to-value for Enterprise accounts, while scaling a lighter-touch model for the high-volume digital/self-serve base
- Partner with Customer Success on handoff quality from Implementation into steady-state, and with Product and Engineering on structural issues surfaced through Support
- Represent Customer Experience at the leadership level on retention risk and expansion readiness tied to onboarding and support quality
Требования
- 8+ years' experience in post-sale functions, including 5+ years leading Implementation, Support, or Customer Experience teams, with direct experience managing team leads or managers
- Strong SaaS background — you understand what it takes to scale a service organization without breaking the experience that got you there
- Experience navigating organizational change, ideally post-merger or post-acquisition — you know how to figure out where teams should sit and how to bring people along with the change
- A track record improving time-to-value and reducing escalations through process
- Hands-on experience deploying AI and automation in support or onboarding — you've architected ticket triage, resolution, or self-serve systems yourself. This is a builder mandate, not an adopter one.
- Clear, direct communication — you can set a shared standard across two teams that haven't operated under one leader before
- A bias toward figuring things out — this role starts with more open questions than answers, and you'll be expected to build the structure
- Nice to have: experience serving Enterprise accounts alongside a high-volume digital/self-serve motion
Условия
- Equity units via EOP (Employee Ownership Plan): share in what we're building
- Comprehensive health coverage: medical, dental, and vision
- 401(k) with a 3% company contribution
- 20 days PTO annually, plus your birthday off and paid sick leave
- Enhanced family leave
- Life insurance
Другое
- Customer Experience is why wins. Our NPS of 64 isn't a nice-to-have metric — it's the reason clients choose us and keep choosing us, and it's the foundation of our retention and satisfaction numbers. This role exists to protect that.
- You'll bring Implementation and Support together as one unified Customer Experience function — one strategy, one bar for quality, one clear escalation path. And you're doing it at a pivotal moment: as we bring two customer bases that have each been served differently onto one model, you'll need to preserve the high-touch experience that earned that NPS score while moving fast to build the structure that lets it scale across a much bigger, more complex customer base. We serve everyone from SMB to large Enterprise, and each needs its own model — without the experience ever slipping.
- Why now: the hard part of the merger — stabilizing two teams, two systems, two ways of working — is behind us. We're moving into BAU, which means we're ready to stop just integrating and start building again. You're not walking into a rescue mission; you're walking into a blank page with real resources and real momentum behind it. It's a genuinely exciting time to join.
- High ownership. High ambiguity. High impact.
- Reports to: Chief Operating Officer
- Location: Austin HQ — hybrid, in office Tuesday, Wednesday and Thursday