Customer Experience Lead

HeyTaco LLC; Alexandria (VA); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Annual performance bonus

401(k) with employer match

100% employer-paid health insurance

Flexible PTO

Flexible hybrid work environment

Small team with ownership

Job summary

HeyTaco LLC is seeking a Customer Experience Lead to own the customer journey from demo to retention. You will work across the lifecycle, helping admins get value from HeyTaco, solving problems, and guiding customers toward successful adoption.

As a small, customer-funded software company, you’ll collaborate with product and support teams, own customer outcomes, and help shape how we delight users throughout their lifecycle in a flexible hybrid environment.

Qualifications

• 2 - 5 years experience in Customer Success, Account Management, Customer Support, Customer Experience, SaaS sales, or another customer-facing role
• Experience working with a SaaS or technology product
• Excellent written and verbal communication skills

Responsibilities

• Serve as the primary point of contact for HeyTaco customers and provide thoughtful, fast, and genuinely helpful customer support
• Help new customers get started with HeyTaco and ensure they derive value from the product
• Proactively identify customers who could benefit from additional help, education, or outreach
• Monitor customer health and usage to identify adoption opportunities and churn risks
• Build relationships with customers and understand what makes HeyTaco valuable to their teams
• Lead product demos for prospective customers and help them understand HeyTaco is right for their organization
• Follow up with prospective customers during their trial and convert successful trials into happy customers
• Identify opportunities for existing customers to get more value, including Deluxe upgrades and expanded adoption
• Create and send customer communications about new features and updates
• Share customer insights with the product team to inform decisions and priorities

Skills

Excellent written and verbal comms

Problem solving

Curiosity

Self-directed

Ownership

Strong communication

Team collaboration

Tools

Slack

Microsoft Teams

Google Workspace

Job description

A quick note about us

At HeyTaco, we help thousands of teams around the world build stronger cultures through gratitude and recognition. With a taco in our name, we believe work should be a little more human — and a lot more fun.

We’re a small, customer-funded software company, which means our customers are at the center of how we make decisions. We listen to them, learn from them, solve problems for them, and use what we learn to make HeyTaco better.

We’re looking for someone to own the customer experience at HeyTaco — from the first time someone considers using HeyTaco through becoming a happy, long-term customer.

If you love talking to people, solving problems, figuring things out, and working on feel-good software that genuinely makes people's work lives better, read on.

About the role

We are looking for a Customer Experience Lead to own the customer journey at HeyTaco.

This isn't a traditional Customer Success role where you'll inherit a portfolio of accounts and spend your days running scheduled check-ins. We're a small team, so you'll have the opportunity to work across the entire customer lifecycle.

On any given day, you might help an admin solve a problem, give a demo to a prospective customer, follow up with someone whose trial is ending, notice that an existing customer isn't getting as much value from HeyTaco as they could, talk to a longtime customer about what they'd love to see us build next, or share a pattern you've noticed with our product team.

You’ll own the experience from:

Demo → Trial → Conversion → Onboarding → Support → Success → Retention & Expansion

Your job is ultimately pretty simple: help people learn about HeyTaco, get value from it, and love being a customer.

Because we're a small company, we won't hand you a script for every situation. We're looking for someone who is curious, proactive, and comfortable figuring out what needs to happen next.

Who you are

You are a self-directed, proactive person who genuinely likes people and likes solving problems for them.

You're curious. If a customer asks an unusual question, you want to understand why. If an account suddenly stops using HeyTaco, you notice and want to find out what happened. If you hear the same feedback five times, you don't just answer the fifth customer — you tell the team there might be something worth fixing (or you fix it yourself).

You care more about creating a great outcome than staying inside the boundaries of your job description.

You're equally comfortable jumping on a Zoom call with a prospective customer, digging into usage data, writing a thoughtful customer email, troubleshooting an issue, and sharing an idea with the product team.

You like working at a small company where you can wear lots of hats, have real ownership, and see the impact of your work.

Most importantly, you don't wait around to be told what to do. You notice opportunities and problems and take ownership of them.

Responsibilities

Examples of things you'll be working on include:

• Serve as the primary point of contact for HeyTaco customers and provide thoughtful, fast, and genuinely helpful customer support
• Help new customers get started with HeyTaco and make sure they're getting value from the product
• Proactively identify customers who could benefit from additional help, education, or outreach
• Monitor customer health and usage to identify adoption opportunities and potential churn risks
• Build relationships with customers and understand what makes HeyTaco valuable to their teams
• Lead product demos for prospective customers and help them understand whether HeyTaco is right for their organization
• Follow up with prospective customers throughout their trial and help turn successful trials into happy customers
• Answer pricing and product questions and help prospective customers through the buying process
• Identify opportunities for existing customers to get more value from HeyTaco, including Deluxe upgrades and expanded adoption
• Create and send customer communications about new features, product updates, and other important changes
• Talk with customers to understand their needs, challenges, ideas, and feedback
• Bring customer insights back to the rest of the HeyTaco team to help inform product decisions and priorities
• Identify recurring customer questions or friction points and find ways to improve the experience rather than solving the same problem repeatedly
• Help us improve the systems, processes, help docs and tools we use to understand and serve our customers
• Look for opportunities we haven't thought of yet to make HeyTaco's customer experience even better

• 2 - 5 years experience in Customer Success, Account Management, Customer Support, Customer Experience, SaaS sales, or another customer-facing role
• Experience working with a SaaS or technology product
• Excellent written and verbal communication skills
• Comfortable leading customer and prospect conversations over video
• Strong problem-solving skills and a willingness to dig into unfamiliar problems
• Ability to understand customer needs and translate them into actionable insights
• Comfort working with data and using customer behavior or product usage to inform decisions
• Ability to work independently and make good decisions without needing constant direction
• Curiosity and an eagerness to understand how both the product and the business work
• Ability to manage your workload, prioritize your responsibilities, and self-direct towards your goals
• A builder’s mindset: you spot problems, own them, and turn ideas into action—fast and with care.
• Integrity: saying what you are going to do, and then doing it
• Great listening skills, curiosity and a constant desire to learn
• Coachability: you seek out feedback and are comfortable giving feedback
• Patience, a sense of humor, and a knack for relating to people

Bonus points if you:

• Have worked at a small or early-stage SaaS company where everyone wears multiple hats
• Have experience owning both Customer Success and inbound sales conversations
• Have worked with Slack, Microsoft Teams, or Google Workspace products
• Have experience with product-led or self-service SaaS businesses
• Have used customer data to identify churn risk, adoption opportunities, or expansion opportunities
• Enjoy thinking about how a product could be better, not just helping customers use what already exists

Salary range: $75,000 - $95,000 based on experience.

We also offer:

• Annual performance bonus
• 401(k) with employer match
• 100% employer-paid health insurance for you and your family
• Flexible PTO
• Flexible hybrid work environment
• A small team where you'll have significant ownership and the ability to shape how we work

Candidates must be authorized to work in the US; we currently don’t provide visa sponsorship

We're a small company, so we get to create an environment that takes care of what's important to our team as we go. Not everything is set in stone — besides our core values. We live them, on purpose, every day.

People First: We value every relationship. Within our team and among our customers.

Do The Right Thing: Integrity is the foundation for everything we do. So we do what is right — even when no one is watching.

Always Optimistic: We look at things with a positive eye and an open mind and always try to see the good in something first.

Be Authentic: We celebrate all of the nuances that make us unique. Our differences make us better when we're together.

Make It Fun: The fun doesn't just happen — we gotta make it happen.