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TITLE

 

Head of Customer Experience

COMPANY

 

Modsy

LOCATION

 

Salt Lake City, UT, US

Description

Overview

Modsy (modsy.com) is a fast-growing SF based startup that allows you to see inspirational designs and decor within the context of your own home. Sparked by a lifelong passion for the intersection of design and technology, Modsy is being brought to life by a diverse and talented team of engineers, artists, designers, and creators.

We’re looking for a savvy leader to be our Head of Customer Experience who has a consistent track record for exceeding CS metrics and goals. Specifically, this role will lead the envisioning, development, implementation, and oversight of the delivery of a world-class client and customer experience.

Responsibilities

Build and manage a high performing customer success team

Must be willing to travel to HQ located in SF and then move to a different city to open a new CS office.
Drive positive customer success outcomes: retention, expansion, churn reduction, customer advocacy, and overall customer lifetime value

Deliver on-going reporting and visibility into team and individual performance

Ensure your team maintains high levels of customer retention, customer satisfaction and customer expansion as measured by quarterly goals, surveys, and NPS

Formulate and implement a strategic plan that guides the direction of your area of responsibility

Collaborate with other departments and other leaders to create a shared vision, mission, and goals of where and how you want to take your team

Lead your team into a changing future, inspiring & communicating effectively on how to create new value and innovate

Work with Product Management to ensure that your team has input into product roadmap and strategy

Minimum (Required) Qualifications
Experience managing a scaling customer support team within a startup environment

Minimum 5 years of leadership and/or management experience of a high performing customer success team

Strong mentorship & people management skills demonstrated

Demonstrated experience ensuring customer success

Motivated, goal oriented, persistent and a skilled negotiator

A passion for customers and problem solving

Bachelor's degree in a relevant field

Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner

Ability to multitask in a flexible start-up environment

Strong technical aptitude to quickly learn and become a power user of Modsy software, tools, and resources

Apply for the job

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