Director Customer Experience

About the Opportunity

The organization is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As the standard in compliance solutions continues to be set, the vision extends far beyond training---the aim is to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviews---boasting a 96% rating on G2 from over 100 reviews---and industry-leading NPS and Customer Satisfaction scores, the organization has earned the trust of over 5,000 clients. Mobile-friendly platforms deliver on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

The organization is not just transforming compliance training---it is challenging the status quo. There is a strong culture of collaboration, innovation, and getting things done.

CORE Values

DRIVE is how work is done. The team is comprised of Doers, Resourceful individuals, Impactful contributors, Valued Partners, & Excellence-Focused professionals.

• The team consists of Doers. They proactively make things happen.
• The team consists of Resourceful individuals. They treat time, money, and energy as valuable.
• The team consists of Impactful contributors. They prioritize what matters.
• The team consists of Valued Partners. They put customers & teammates first.
• The team consists of Excellence-Obsessed professionals. They always deliver excellent work.

From CEO to newest hire, DRIVE asks individuals to take ownership, solve problems, prioritize what matters, support teammates, and deliver high-quality work.

When these values are lived, product choices, customer interactions, hiring, and promotions all help to live out the mission: to build safer and more productive workplaces.

About the Role

The organization is looking for a Director of Customer Experience to lead and scale the post-sales organization across Customer Success, Support, and Onboarding. This role is responsible for the full customer lifecycle from initial implementation through long-term value realization, retention, and expansion.

This individual will oversee multiple functions, develop high-performing leaders and teams, and build the systems, processes, and strategy needed to deliver a seamless, high-quality customer experience at scale. This role is ideal for someone who can operate both strategically and tactically, setting vision while staying close to execution.

Key Responsibilities

• Team Leadership and Org Development: Lead and develop managers and individual contributors across Customer Success, Support, and Onboarding. Build a high-performing, customer-centric culture with clear expectations, coaching, and accountability.

• Customer Lifecycle Ownership: Own the end-to-end customer journey from onboarding through renewal and expansion, ensuring a seamless and high-quality experience. Identify and remove friction across the lifecycle.

• Retention, Growth and Forecasting: Drive renewal and expansion strategy to maximize net revenue retention and minimize churn. Maintain accurate forecasting and revenue predictability.

• Support and Onboarding Excellence: Ensure onboarding drives fast time to value and strong adoption. Oversee Support to maintain high responsiveness and customer satisfaction while scaling one-to-many approaches.

• Process and Operational Scaling: Build and refine processes to support growth, ensuring strong CRM discipline, data hygiene, and clear performance metrics across teams.

• Cross-Functional Leadership: Partner with Sales, Product, and Marketing to align on customer needs and advocate for the customer in product and go-to-market decisions.

Required Qualifications

• A proven leader with experience managing teams and scaling Customer Success, Support, and/or Onboarding teams.
• Deep expertise in SaaS customer lifecycle management, including renewals, expansions, and customer health.
• Strong operator with a track record of building processes, systems, and teams in high-growth environments.
• Highly data-driven, with experience in forecasting, pipeline management, and CRM hygiene. HubSpot experience is preferred.
• Passionate about coaching and developing leaders, not just individual contributors.
• Comfortable navigating ambiguity and evolving processes in a fast-paced environment.
• Experienced supporting both high-touch and scaled one-to-many customer models.

Interview Process

The interview process takes about 3 weeks and will include cross-functional stakeholders of the role. The interview process includes:

• Recruiter Screen
• Hiring Manager (COO) Interview
• VP of People Interview
• VP of Sales Interview
• VP of Product Interview
• Presentation with COO & CEO
• Reference Checks

Compensation and Benefits

• Base salary: $150,000 -- $170,000
• On-Target Earnings (OTE): $200,000-$250,000
• Flexible, fully remote environment
• Competitive employer-sponsored health insurances
• 401(k) with company matching
• Professional development reimbursements
• Quarterly remote work stipend

The organization's team is fully remote, with employees distributed across the US.

To ensure the best employee experience, competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401(k) with company matching, and monthly team events to nurture connection are offered.

The organization strives to walk the walk. It is helping make workplaces all over the globe safer and more inclusive, including its own. Employees and candidates from all walks of life and all experiences are honored, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity, or religion.