Director of Customer Experience

Join a Dynamic Team and Lead the Future of Customer Success!

Are you ready to take your career to the next level with a rapidly growing software company in Western New York? Do you have a passion for delivering exceptional customer experiences while leading and inspiring a talented team? If you thrive in fast-paced, evolving environments and have a proven track record of building high-performing teams, cultivating lasting client relationships, and driving the success of innovative software solutions, we want to meet you!

As the Director of Customer Experience, you will be at the forefront of ensuring our customers' success in the passenger transportation industry. You'll lead a dedicated team, onboard new clients, and collaborate closely with internal teams to continuously enhance our products and services. This is a pivotal role that combines leadership, strategic thinking, and a passion for delivering value.

What You’ll Be Doing:Leadership & Team Management

Lead and empower the Customer Experience Management (CEM) team, ensuring exceptional support and seamless implementation for our clients.
Maintain optimal team coverage, adjusting schedules as necessary to ensure continuous support and implementation for new clients.
Provide hands-on leadership by learning all functions of the CEM department and supporting onboarding for new team members.
Oversee day-to-day progress and ensure all client milestones are met on schedule. Coordinate with management and leadership teams to solve challenges.
Monitor individual team performance, set clear expectations, and implement corrective actions when necessary to drive team success.

Contract Management & Client Relations

Ensure that the CEM team effectively manages client contracts, tracking all relevant details in HubSpot.
Oversee the approval process for any custom work pricing and billing, collaborating with Sales and Development teams to deliver accurate quotes.
Assist in preparing Initial Setup Fees for new clients alongside the Sales team.

Metrics & Reporting

Collaborate with the Director of Finance to maintain key performance metrics and reporting, including implementation progress, call metrics, and churn reporting.
Utilize data to continuously improve service delivery and team performance.

Client Engagement & Executive-Level Support

Manage a portfolio of executive-level clients, ensuring personalized engagement and top-tier service throughout the implementation process.
Serve as the primary point of contact for assigned customers, providing ongoing support, training, and relationship management to ensure satisfaction and long-term success.
Ability to learn our technology and become an expert to support our largest clients.

Who You Are:

Proven Leader: With 4+ years of experience managing customer service teams, you excel at building high-performance cultures and fostering a positive team environment.
Customer-Centric: You are deeply passionate about customer success and committed to providing exceptional service at every touchpoint.
Collaborative & Cross-Functional: You thrive in collaborative settings, working seamlessly with Sales, Marketing, and Product teams to ensure holistic success.
Results-Driven: You have a strategic mindset with expertise in project management, metrics tracking, and process improvement.
Self-Starter with Technical Acumen: A problem-solver at heart, you embrace new challenges and have a strong understanding of the technical tools that drive customer success.
Organized & Communicative: Your exceptional organizational and communication skills allow you to engage effectively with both internal teams and external clients.
HubSpot Knowledge (Bonus!): Experience with HubSpot is a plus, but your ability to learn and leverage new tools is what sets you apart.
Growth-Oriented: You’re not just looking for a job — you’re excited about the growth potential in a fast-growing, innovative company like ours.

Why You'll Love Working With Us:

Competitive Compensation: Salary range of $105,000 – $115,000 per year, based on experience.
Comprehensive Benefits: Enjoy health, dental, and vision insurance, 401(k) matching, life insurance, and generous paid time off.
Career Growth: We believe in promoting from within and offering our employees opportunities to grow both personally and professionally.
Dynamic Work Environment: Join a team of innovative, driven professionals working to revolutionize the software industry.
Impactful Role: Play a key role in shaping our customer experience strategy and making a tangible difference in the success of our clients.

Ready to make a real impact? If you’re driven by customer success, leadership, and the opportunity to thrive in an innovative company, we’d love to hear from you!

Apply Today and Join Our Mission to Transform Customer Experience!

Job Type: Full-time

Location: On-site (5 days a week)

Salary: $105,000 – $115,000 per year

Benefits Include:

401(k) with matching
Health, dental, and vision insurance
Life insurance
Paid time off

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Director of Customer Success