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Director of Customer Experience - Los Angeles California
Company: ReMatter Inc.
Location: Los Angeles, California
Posted On: 05/02/2024
ReMatter - Director of Customer Experience
Hybrid - Los Angeles
The opportunity:
ReMatter is a fast-growing start-up pioneering the future of the industrial scrap recycling industry ($120bn and growing!). We serve the world's leading industrial recyclers, helping them transform industrial and consumer scrap into new, usable materials. Our platform modernizes end-to-end workflows within the scrap recycling industry and is the core solution on which their business runs.
As we continue to grow, we are seeking a Director of Customer Experience to spearhead strategy and execution for our post-sale motions. This is a pivotal role focused on ensuring successful customer onboarding, product adoption, satisfaction and retention.
This is a hybrid role in our Santa Monica office, and reports to our Senior Vice President of Revenue.
About ReMatter:
ReMatter is not just a company; it's a mission-driven team of innovators, backed by top Silicon Valley investors. Founded by ambitious Stanford graduates recognized in Forbes 30-Under-30, we're built on principles of competitive greatness, autonomy, and team collaboration. Our culture is one of transparency, mutual respect, and constructive feedback, all aimed at collective progress and a brighter, more sustainable future.
As Director of Customer Experience, you will:
- Oversee onboarding and implementation with a focus on fulfilling customers' requirements through cross-functional execution to take customers live quickly and effectively
- Engage directly with our customer base to build strong relationships, map and manage account-level NPS, and surface feedback for continued improvement
- Uplevel our support motions to enhance the way we service our existing customer base including improving our helpdesk experience, workflows, and customer satisfaction
- Proactively address customer issues to ensure high satisfaction and mitigate churn risk
- Collaborate with Product, Sales, and Marketing to ensure a cohesive customer experiences that drives retention and growth
- Manage and develop CX team performance based on key metrics including onboarding efficiency, live revenue, product adoption, NPS, account retention, and contract expansion We're looking for someone who has:
- 7+ years of experience in B2B software in a customer success and/or account management function, with at least 3 years of prior management experience
- Strong leadership skills with the ability to coach, mentor, and drive team performance
- Successful track record of designing and implementing customer success strategies that have delivered increased customer satisfaction, loyalty, and retention
- Proven experience managing key customer relationships and solving challenges with a customer-first mentality and bias towards action
- Excellent communication and interpersonal skills, with a knack for building strong relationships with internal and external stakeholders
- Strong understanding of core CX metrics with an ability to synthesize data from across sources and make informed decisions
- Autonomous operator who can make important decisions and drive towards results Benefits:
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