Director Customer Experience

EasyLlama is a mobile-first HR compliance training company serving thousands of clients with engaging, interactive workplace training. The Director of Customer Experience will lead and scale the post-sales organization across Customer Success, Support, and Onboarding to drive adoption, retention, and expansion. This role owns the end-to-end customer lifecycle and builds the systems, processes, and teams needed to deliver a high-quality customer experience at scale.

• Lead and develop managers and individual contributors across Customer Success, Support, and Onboarding; set clear expectations, coaching, and accountability.
• Own the end-to-end customer journey from onboarding through renewal and expansion; identify and remove friction across the lifecycle.
• Drive renewal and expansion strategy to maximize net revenue retention and minimize churn; maintain accurate forecasting and revenue predictability.
• Ensure onboarding delivers fast time-to-value and strong adoption; scale support with high responsiveness and customer satisfaction using one-to-many approaches.
• Build and refine processes to support growth, including CRM discipline, data hygiene, and clear performance metrics.
• Partner cross-functionally with Sales, Product, and Marketing to align on customer needs and advocate for customers in product and go-to-market decisions.

• Proven leadership experience managing and scaling Customer Success, Support, and/or Onboarding teams.
• Deep expertise in SaaS customer lifecycle management, including renewals, expansions, and customer health.
• Strong operational background building processes, systems, and teams in high-growth environments.
• Highly data-driven with experience in forecasting, pipeline management, and CRM hygiene (HubSpot preferred).
• Demonstrated ability to coach and develop leaders.
• Comfortable navigating ambiguity and evolving processes in a fast-paced environment.
• Experience supporting both high-touch and scaled one-to-many customer models.

• Base salary range: $150,000–$170,000 (OTE $200,000–$250,000 mentioned).
• Fully remote and flexible environment; employees distributed across the US.
• Hiring limited to approved US states (list provided in posting; subject to change).
• Benefits include employer-sponsored health insurance, 401(k) with company matching, professional development reimbursements, quarterly remote work stipend, wellness stipend, PTO, and monthly team events.
• Interview process typically ~3 weeks and includes multiple stakeholder interviews, a presentation, and reference checks.