Director of Customer Experience

Job Description  JOB TITLE:  Director of Customer Experience REPORTS TO: President DIVISION / DEPARTMENT: Customer Success LOCATION: Virtual Office (Remote, Canada)   WHO WE ARE:     We’re Agility, a Content Management System (CMS) built for performance, freedom, and scale. We empower developers to build without technical blockers and give marketers the tools to move faster. But what really sets us apart? Best-in-class customer experiences.   We’re a team of curious, motivated, and genuinely helpful humans who keep things simple, approachable, and real. If you’re the type who loves building meaningful relationships and turning customers into champions, keep reading. PRIMARY PURPOSE: The Director of Customer Experience plays a key role in assuring the overall success of our customers. You will manage our customer team, and our support team. With our Customer Success Manager(s), your main goal will be to ensure the needs of our customers are met by reducing churn, upselling/renewals, and ensuring their success. You will help our customers move towards achieving their business priorities and digital presence goals.  You will also run the Support Team and ensure our customers get the support they need. You will manage the Customer Success Manager(s) and ensure the overall relationship with our customers is at the next level. You will ensure our churn is as low as possible and connect customers with partners and vice versa. You are a proactive self-starter with a positive attitude, balancing a sense of humor, charisma, and common sense to build long-lasting relationships. You work with support and the CSM(s) to recognize opportunities to help customers expand and grow using Agility CMS. You will ensure a smooth and successful onboarding process is followed for every new customer.  KEY RESPONSIBILITIES As the Director of Customer Experience, you are responsible for ensuring all our customers' needs are met. You will work as a senior advisor and consultant to our customers; you will understand their unique digital challenges. Your goal is to understand their needs and use your team to provide solutions that help customers to derive value from their experience with Agility CMS. As a customer advocate within Agility CMS, you will collaborate with Product and Marketing teams to ensure that Product Roadmap and Customer Communication are aligned with the needs of your customers. Own and manage department budgets.  As Director of Customer Experience, you are driven to meet ambitious individual growth goals to support this exciting time of growth and scale for Agility CMS. You will be responsible for implementing processes and best practices to achieve Customer Success and Support excellence across growth pillars like: Annual renewals Net Revenue Retention (Expansion minus Churn)  Reducing churn and upselling/expansion across all accounts Ensure world class onboarding, training and support Ticket escalations month over month Response times Feedback Loop velocity  And other relevant metrics.   GENERAL RESPONSIBILITIES   Manage the Customer Success Team:   Primarily manage and support the Customer Success Manager(s) Strategize and support the CSM(s) in expanding accounts, ensuring renewals and helping customers be more successful. Maintain accurate customer segmentation for optimal communication Bring additional educational resources to the table when needed to promote customers’ self-service (usage of help center and documentation) Be involved in key accounts including Quarterly/bi-annual business reviews with customers or working with top executives in key accounts. Help maximize customer advocacy, referrals and training Work with Marketing & Product to co-create case studies and videos with customers to share their success stories and invite customers to events, training, and webinars Manage the Support Team: Manage the Support team and external resources for 24/7 support Ensure alignment between support and customer success to ensure customers are happy and educated on how to best use the product Ensure self-serve documentation and training supports the needs of our customers and builds advocates within our user base Ensure fast response and SLA commitments are met SUCCESS CRITERIA FOR THIS ROLE: 8+ years of experience working with customers, preferably with software platforms Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization  Experience managing teams that have supported customers Extensive experience with CRM software and MS Office  Enjoy working in a fast paced, innovative, and energizing environment  Excellent time management and organization skills, and can manage multiple projects and responsibilities to achieve measurable results on time  Proven ability to prioritize work and consistency in performance Excellent written and communication skills   Superior listening skills  Ability to build trusting relationships with co-workers and customers BENEFITS: Full medical and dental benefits Dedication to your growth. We focus on career pathing for each and every one of our employees and help provide training to advance at every stage in your career. Educational allowance for your courses and training. Focus on culture. Coffee chats, happy hours, cooking classes, BBQ get together, and more! Swag! Because who doesn’t love swag? Introductions to thought leaders in the industry and webinars on cutting-edge tech hot topics.