Customer Experience Leader
PushPress
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Champion customer success and value creation - keep gym owners at the center of every decision, ensuring their success drives our retention and growth metrics.
- Design and scale the CX organization - advance the structure, workflows, and roles needed to support growth. Continue the evolution from a generalist team to specialized pods for onboarding, support, and enablement.
- Own the end-to-end customer journey - manage the experience from sales handoff to activation to long-term support and advocacy. Partner closely with R&D, Sales, and Growth to create a seamless, high-impact customer experience across all touchpoints.
- Drive activation, adoption, and retention - define success metrics, shorten time-to-value, and proactively identify churn risks. Build programs and incentives that motivate customers and teams toward adoption and expansion.
- Translate insight into action - break down complex customer and operational problems into clear components, prioritize effectively, and turn customer pain points into actionable roadmaps for both the CX organization and Product.
- Build and sustain operational excellence - establish a strong operating cadence, translate company goals into team-level objectives, and develop a high-performing CX organization positioned for long-term success.
- Make data actionable - monitor key KPIs and adjust as needed (activation rate, P90 time to resolve, time-to-value, cost to serve) to guide staffing, process improvements, and automation investments. Collaborate with RevOps and Finance to model ROI and efficiency gains.
- Reduce friction through systems and tools - work with R&D to simplify complex workflows in the onboarding and support experience, deploying AI or automation to scale without losing the human touch.
- Lead with empathy and accountability - build a culture centered on clarity, urgency, and ownership, reinforcing our core tenets. Empower the team to support non-technical SMB owners with patience and confidence while balancing operational efficiency with genuine care.
Requirements
- 8+ years of professional experience in Customer Experience, Onboarding, or Support leadership roles within SaaS, ideally vertical SaaS or SMB-focused.
- Excellent communicator, people leader, and system thinker who balances empathy with execution.
- Proven ability to lead organizational transformation through scale - evolving team structures, systems, and culture while keeping the customer at the center.
- Metrics-driven operator experienced in defining and acting on KPIs that guide CX performance with an aptitude for quick experiments to drive improvements.
- Experience designing comp plans, spiffs, or incentives that align behavior with customer outcomes.
- Strong cross-functional collaborator who thrives working with Product, Sales, and RevOps.
- Strong executive communicator and storyteller who connects CX metrics to company strategy and board-level outcomes.
- Financially fluent - can model headcount needs, cost-to-serve, and CX ROI to inform strategy.
- Embraces a culture of Radical Candor - welcomes feedback, coaches others openly, and fosters growth through honest, respectful dialogue.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (Company Sponsored 401k with Match)
- Life Insurance
- Flexible Paid Time Off (and Public Holidays)
- Family Leave (Maternity, Paternity)
- Work From Home Stipend
- Equity Incentive Plan
- Company Issued Laptop
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experienceonboardingsupport leadershipmetrics-driven operationKPI definitionorganizational transformationcomp plan designfinancial modelingautomationdata analysis
Soft skills
excellent communicatorpeople leadersystem thinkerempathycross-functional collaborationexecutive communicationstorytellingfeedback acceptancecoachinggrowth fostering