Remote Director of Customer Experience & Growth

Simple Mining LLC; Iowa; Hybrid; USD 150,000 - 210,000; Full time

Job summary

Simple Mining LLC is seeking a Director of Customer Experience to own and elevate the post-sale CX program. You will lead a three-person team, shape the customer journey, and drive retention, with a strategic focus on onboarding, adoption, and proactive customer communications.

You will manage high-stakes escalations, own customer communications for operational events, and partner with marketing, sales, product, and engineering to ensure a consistent brand voice and seamless customer experience

Responsibilities

• Lead from the front
• Own high-stakes client escalations end to end, including technical issues and wallets
• Own difficult customer conversations and manage escalation calls
• Run customer-facing success calls with prebuilt decks and agendas
• Own the post-sale customer experience: onboarding, adoption, communications, and CSAT/NPS programs
• Manage and develop a three-person CX team: 1:1s, coaching, performance reviews
• Own routing, training, and knowledge base to improve self-serve and reduce tickets
• Oversee the customer journey from contract through onboarding, renewal, and expansion
• Drive adoption of new dashboard features through emails, prompts, videos, and training
• Partner with marketing, sales, product, and engineering to align on the customer experience
• Build CX metrics dashboards and dashboards showing weekly progress and trends
• Deliver a CX roadmap with automation, surveys, knowledge base, and lifecycle communications

Job description

Simple Mining LLC is seeking a Director of Customer Experience to own and elevate the post-sale CX program. You will lead a three-person team, shape the customer journey, and drive retention, with a strategic focus on onboarding, adoption, and proactive customer communications.

You will manage high-stakes escalations, own customer communications for operational events, and partner with marketing, sales, product, and engineering to ensure a consistent brand voice and seamless customer experience