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👩‍💻👨‍💻 Role

As the Head of Customer Experience at Stable, you will spearhead efforts that delight and retain our customers. Delivering a world-class customer experience has been core to our business strategy since day 1. Our personalized and empathetic approach has been a huge differentiator for why customers choose and love Stable — as seen by our NPS of over 65.

Today, we service 3000+ companies — from SMBs to large organizations like Thumbtack and GitLab. Our customers range from early-stage startups to companies in old-fashioned industries like logistics, nonprofits, and healthcare. We’re growing quickly and our customer playbook is adapting to the changing needs of customers based on their role and industry.

A few of your responsibilities will include:

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**Champion the customer** — Our job is to build a world-class product that customers love and the expectation is that you, along with the rest of us, will continue to champion the customer from 3000+ businesses and beyond.
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**Track key performance indicators and feedback** — You’ll be responsible for tracking important metrics like response times, CSAT, renewals, and retention. You can also blend qualitative and quantitative data to make informed decisions.
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**Hire a world-class customer success and support team** — You’ll be building out an empathetic, high-performing team. Your team’s effectiveness will directly be impacted by your ability to create a robust playbook, implement standard processes, and set up valuable tools.
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**Guide the strategy for the customer team** — As a member of our leadership team, you’ll collaborate with sales, marketing, operations, and product to minimize bottlenecks, project effects of growth in specific customer segments, and influence our long-term roadmap.
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This role is a great fit for someone that is invigorated about building out the customer function at a fast-growing startup and is comfortable with both the success and support responsibilities.

😀 Who you are

* Driven by impact: You consistently see the possibility in what could be. The idea that you can make the future better than the present is exciting — and you want to be surrounded by others that share this ambition.

* Learn by doing: You are motivated by results — you collect the information you need to understand which problems are most important to solve first. When challenges arise, you believe the best way to solve them is by tackling them head on.* Form deep relationships: You can easily put yourself in others’ shoes and enjoy understanding varying perspectives. You’ve found a result of this tendency are relationships you care about deeply.‍

✅ What You'll Do

* Track key performance indicators and feedback for customer success and support (i.e. response times, CSAT, renewals, retention, etc)

* Hire a world-class customer success and support team* Set up tooling and streamline processes* Collaborate with sales, marketing, and product teams to directly influence roadmaps and initiatives* Prioritize and execute on customer experience projects* Drive success and retention for high value customers* Forecast headcount using data from support volume, growth targets, etc.

✨ Requirements

* 5+ years experience in a customer-facing role at a B2B startup

* 2+ years of experience in a customer leadership or management role‍

🎁 What we offer

* Competitive salary and generous equity 🚀

* Unlimited paid time off 🏖* Medical, dental, and vision insurance 🏥* Home office set-up 🖥* Work from anywhere within continental US time zones (PT, MT, CT, or ET) 💻* Opportunities to shape the future of Stable and grow into leadership roles 💌

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