End-to-End 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

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.