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Team

Customer Experience

Position Type

Full-time

Location

New York, United States

Workplace

Hybrid

Salary Range

$120K-140K USD

Head of Customer Experience

Team

Team

Customer Experience

Position Type

Position Type

Full-time

Location

Location

New York, United States

Workplace

Workplace

Hybrid

Salary Range

Salary Range

$120K-140K USD

We are seeking a dynamic and experienced Head of Customer Experience to lead our efforts in ensuring the success and satisfaction of our customers. As the Head of Customer Experience, you will play a pivotal role in building and maintaining strong relationships with our clients, driving adoption and usage of our platform, and ultimately maximizing customer lifetime value. You will lead a team of customer success managers and specialists, setting the strategy and executing initiatives to deliver exceptional customer experiences.

Responsibilities

Develop and execute a comprehensive customer success strategy aligned with the company's goals and objectives.

  • Lead, mentor, and inspire a team of customer success managers and specialists to drive performance and achieve targets.

  • Build strong relationships with key stakeholders within customer organizations, including executives, managers, and end-users.

  • Drive product adoption and usage by understanding customers' business needs and helping them derive maximum value from our software.

  • Proactively identify opportunities for upselling, cross-selling, and expansion within existing accounts.

  • Collaborate closely with sales, product management, and marketing teams to ensure alignment and synergy in customer-facing activities.

  • Analyze customer data and feedback to identify trends, issues, and opportunities for improvement.

  • Implement and optimize processes, tools, and systems to enhance the efficiency and effectiveness of the customer success function.

  • Act as a voice of the customer within the organization, advocating for their needs and driving customer-centric decision-making.

  • Stay abreast of industry trends, best practices, and competitive developments in customer success and web analytics.

Qualifications

Bachelor's degree in business, marketing, computer science, or a related field; MBA or equivalent preferred.

  • Proven track record of success in a customer success leadership role within a SaaS or technology company, ideally in the web analytics or digital marketing space.

  • Strong leadership skills with the ability to inspire and motivate teams to achieve excellence.

  • Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and trust with customers at all levels.

  • Strategic thinker with the ability to develop and execute customer success initiatives that drive business outcomes.

  • Analytical mindset with the ability to leverage data and metrics to inform decision-making and drive continuous improvement.

  • Customer-centric mindset with a passion for delivering exceptional customer experiences.

  • Experience working cross-functionally with sales, product management, and marketing teams to achieve common goals.

  • Proficiency with customer success tools and platforms (e.g., CRM, customer engagement software) is preferred.

Benefits

Competitive salary and performance-based incentives.

  • Comprehensive health, dental, and vision insurance.

  • Retirement savings plan with employer match.

  • Flexible work environment with opportunities for remote work.

  • Professional development and training opportunities.

  • Dynamic and inclusive company culture with opportunities for growth and advancement.

Job ID # 1

Job ID # 1

Equal Opportunity Employer Disclosure

Flowpoint is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are dedicated to fostering an inclusive and supportive workplace that celebrates the diverse backgrounds, perspectives, and skills of our employees.

At Flowpoint, we believe that a diverse and inclusive workforce is critical to our success. We are committed to providing equal opportunities for professional growth and development to all our employees. Our policies and practices are designed to ensure that everyone has the chance to contribute fully and be recognized for their unique talents and experiences.

We are passionate about building an environment where everyone feels valued, respected, and empowered to achieve their full potential. Join us in our mission to innovate and drive positive change through the power of diversity and inclusion.

Flowpoint is dedicated to compliance with all federal, state, and local laws providing equal employment opportunities, as well as fair employment practices and providing reasonable accommodations for qualified individuals with disabilities in our application and hiring processes.

Equal Opportunity Employer Disclosure

Flowpoint is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are dedicated to fostering an inclusive and supportive workplace that celebrates the diverse backgrounds, perspectives, and skills of our employees.

At Flowpoint, we believe that a diverse and inclusive workforce is critical to our success. We are committed to providing equal opportunities for professional growth and development to all our employees. Our policies and practices are designed to ensure that everyone has the chance to contribute fully and be recognized for their unique talents and experiences.

We are passionate about building an environment where everyone feels valued, respected, and empowered to achieve their full potential. Join us in our mission to innovate and drive positive change through the power of diversity and inclusion.

Flowpoint is dedicated to compliance with all federal, state, and local laws providing equal employment opportunities, as well as fair employment practices and providing reasonable accommodations for qualified individuals with disabilities in our application and hiring processes.

Diversity, Equity, and Inclusion at Flowpoint

At Flowpoint, diversity, equity, and inclusion (DEI) are at the heart of who we are. We believe that a diverse and inclusive workplace drives innovation, fosters creativity, and creates a sense of belonging for everyone. Our commitment to DEI is reflected in our mission, values, and practices.

Diversity: We celebrate the differences that make each of us unique, including race, ethnicity, gender, age, sexual orientation, disability, socioeconomic background, and more. We strive to create a workforce that mirrors the diverse world we serve, recognizing that varied perspectives enhance our ability to solve complex problems and meet the needs of our clients.

Equity: We are dedicated to ensuring fair treatment, access, and opportunities for all employees. This means actively working to identify and eliminate barriers that have prevented the full participation of some groups. We are committed to creating an environment where everyone has the resources and support they need to succeed.

Inclusion: We foster a culture where everyone feels valued, heard, and empowered. We encourage open dialogue, active listening, and mutual respect. Our goal is to create a workplace where all employees can thrive and bring their authentic selves to work.

Our Commitments:

  1. Inclusive Hiring Practices: We are committed to attracting and retaining a diverse workforce through equitable hiring practices that ensure all candidates have an equal opportunity to succeed.

  2. Employee Development: We provide ongoing training and development opportunities that promote DEI awareness and skills. We support the professional growth of all employees through mentorship programs, leadership development, and career advancement opportunities.

  3. Creating Safe Spaces: We prioritize creating a safe and inclusive environment where everyone feels welcome. We actively address and prevent discrimination, harassment, and bias in all forms.

  4. Community Engagement: We are dedicated to making a positive impact in our communities. We partner with diverse organizations and support initiatives that promote equity and inclusion beyond our workplace.

Flowpoint is committed to continuous improvement in our DEI efforts. We regularly assess our policies and practices, seeking feedback from our employees and stakeholders to ensure we are making meaningful progress. Together, we can build a more inclusive and equitable future for all.

Diversity, Equity, and Inclusion at Flowpoint

At Flowpoint, diversity, equity, and inclusion (DEI) are at the heart of who we are. We believe that a diverse and inclusive workplace drives innovation, fosters creativity, and creates a sense of belonging for everyone. Our commitment to DEI is reflected in our mission, values, and practices.

Diversity: We celebrate the differences that make each of us unique, including race, ethnicity, gender, age, sexual orientation, disability, socioeconomic background, and more. We strive to create a workforce that mirrors the diverse world we serve, recognizing that varied perspectives enhance our ability to solve complex problems and meet the needs of our clients.

Equity: We are dedicated to ensuring fair treatment, access, and opportunities for all employees. This means actively working to identify and eliminate barriers that have prevented the full participation of some groups. We are committed to creating an environment where everyone has the resources and support they need to succeed.

Inclusion: We foster a culture where everyone feels valued, heard, and empowered. We encourage open dialogue, active listening, and mutual respect. Our goal is to create a workplace where all employees can thrive and bring their authentic selves to work.

Our Commitments:

  1. Inclusive Hiring Practices: We are committed to attracting and retaining a diverse workforce through equitable hiring practices that ensure all candidates have an equal opportunity to succeed.

  2. Employee Development: We provide ongoing training and development opportunities that promote DEI awareness and skills. We support the professional growth of all employees through mentorship programs, leadership development, and career advancement opportunities.

  3. Creating Safe Spaces: We prioritize creating a safe and inclusive environment where everyone feels welcome. We actively address and prevent discrimination, harassment, and bias in all forms.

  4. Community Engagement: We are dedicated to making a positive impact in our communities. We partner with diverse organizations and support initiatives that promote equity and inclusion beyond our workplace.

Flowpoint is committed to continuous improvement in our DEI efforts. We regularly assess our policies and practices, seeking feedback from our employees and stakeholders to ensure we are making meaningful progress. Together, we can build a more inclusive and equitable future for all.