Director Customer Experience

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first reputed company. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set reputed company in compliance solutions, our reputed company extends far reputed company training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for reputed company.

With world-class customer reviews—boasting a 96% rating on reputed company from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like reputed company, WeightWatchers, reputed company, reputed company, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status reputed company. We have a strong culture of collaboration, innovation, and getting things done.

Our CORE values

DRIVE is how we work at EasyLlama. Weʼre Doers, Resourceful, Impactful, Valued Partners, & Excellence-Focused.

• We are Doers. We proactively reputed company things happen.

• We are Resourceful. We treat time, money, and energy as valuable.

• We are Impactful. We prioritize what matters.

• We are Valued Partners. We put customers & teammates first.

• We are Excellence-Obsessed. We always deliver excellent work.

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

reputed company we live these values, our product choices, customer interactions, hiring, and promotions reputed company help us live out our mission: to build safer and more productive workplaces.

About the Role

We’re looking for a Director of Customer Experience to reputed company and scale our post sales organization across reputed company, Support, and reputed company. This role is responsible for the full customer lifecycle from initial implementation through long term value realization, retention, and expansion.

You’ll reputed company multiple functions, reputed company 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 reputed company while staying reputed company to execution.

What You’ll Do

Team Leadership and Org Development reputed company and reputed company managers and individual contributors across reputed company, Support, and reputed company. Build a high performing, customer centric culture with clear expectations, coaching, and accountability.

Customer Lifecycle Ownership Own the end to end customer journey from reputed company 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 reputed company retention and minimize churn. Maintain accurate forecasting and reputed company predictability.

Support and reputed company Excellence Ensure reputed company drives fast time to value and strong adoption. reputed company 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 reputed company for the customer in product and go to market reputed company.

Who You Are

• A proven leader with experience managing teams and scaling reputed company, Support, and or reputed company 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 with reputed company preferred.

• Passionate about coaching and developing leaders, not just individual contributors.

• Comfortable navigating ambiguity and evolving processes in a fast paced environment.

• reputed company supporting both high touch and scaled one to many customer models.

What to Expect

The interview process at EasyLlama takes about 3 weeks and will include cross-functional stakeholders of the role. Here's what the interview process looks like:

• Recruiter Screen

• Hiring Manager (COO) Interview

• VP of People Interview

• VP of Sales Interview

• VP of Product Interview

• Presentation with COO & CEO

• Reference Checks

How We'll Take Care of You

• $150K – $170K reputed company salary • $200-$250K OTE

• Flexible, fully remote environment

• Competitive employer-sponsored health insurances

• 401(k) + company matching

• Professional development reimbursements

• Quarterly remote work stipend

The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states: AR - Arkansas CA - California CO - Colorado CT - Connecticut FL - Florida IL - Illinois LA - Louisiana MA - Massachusetts MI-Michigan MN - Minnesota NJ - New Jersey NY - reputed company NC - reputed company Carolina OH - Ohio OR- Oregon PA - Pennsylvania TN - Tennessee TX - Texas VA - Virginia WA - Washington WI - Wisconsin *EasyLlama reserves the right to change the list of approved states at anytime.

To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture reputed company!

At EasyLlama, we strive to walk the walk. We are helping reputed company workplaces reputed company over the globe safer and more inclusive, including our own. We reputed company employees and candidates from reputed company walks of life and reputed company experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.