Overview

Slang.ai is at an exciting inflection point — we are building a world class GTM function, and as the first Director of Customer Experience hire at the company, you would be coaching, mentoring, and developing a team which includes an Account Manager team and the Customer Support function. You will be responsible for collaboratively improving our customer’s experiences after the initial sale, which includes onboarding process refinement, growth of existing accounts (expansion sales), and refining and establishing strong operational processes that cultivate lasting relationships with our customers. You will work cross-functionally with our Sales, Product, and Marketing teams, using your expertise to build, implement, and train team members on customer success playbooks. You’d be ideal for this role if you have strong management experience with building an early stage CS or AM team during a company’s growth from $1M-$20+ Million in revenue.

Responsibilities

    • Build and Refine End-to-End CX Playbook: Manage and collaboratively build support, onboarding, retention, and expansion playbooks for Account Management and Support teams to improve Net Revenue Retention and customer loyalty.
    • Ownership of CX Metrics End-to-End: Leverage customer success metrics and feedback to identify trends, share customer insights, and drive product and service enhancements. Drive improvement around key performance indicators including churn, time to value, expansion revenue, net revenue retention, CSAT/NPS, average sale price and close rate of expansion opportunities, and other retention, expansion and support-based performance metrics.
    • Hire, Enable, and Build a Strong Team: Recruit, interview, and hire the team to best serve our customers. Develop and maintain a CX onboarding and training program to ensure fast ramp-up time for new hires, and ongoing skill development for all team members. Conduct regular coaching cycles (call reviews, QBR audits etc) with CX team members to drive skill improvement. Work with VP of Sales on developing promotion criteria for AM levels. Inspire, motivate, and invest in the team to bring innovation to the customer success process.
    • Cross-Functional Collaboration: Collaborate with all business functions to deliver company initiatives.
    • Refine Operations: Create a customer health-score framework, as well as a product adoption framework while automating manual data entry as much as possible.
    • Harvest and Socialize Customer Feedback: Work closely with Product and Engineering teams leverage customer feedback to identify possible improvements and help to prioritize customer asks to create positive customer journeys.

Qualifications

    • Built and led multiple customer success or account management teams at Series A or Series B companies
    • 7+ years of customer success or account management experience in a B2B SaaS environment and has led and built teams from the ground up
    • Experience growing a high velocity B2B SMB and/or middle market customer success team with a strong emphasis on expansion
    • Prior leadership experience within a fast-paced environment
    • Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
    • Operationally driven with a proven track record of driving from idea to execution
    • A track record of achieving revenue growth targets as both an individual and team leader
    • Strong problem-solving skills, and the ability to think creatively and strategically
    • Exceptional communication and writing skills – you can adjust your style to the audience and communicate clearly, concisely and positively
    • BA/BS degree

Bonus

    • Direct sales experience
    • Experience scaling a team from $1-$20M in ARR
    • Experience with restaurants or hospitality industry
$130,000 – $150,000 a year
Salary does not include equity or performance-based bonus.

Benefits

Competitive pay

Generous equity

Healthcare fully compensated

Generous vacation

 

Our Vision

Calling a business shouldn’t feel like a robot-hostage situation, where you’re forced to listen to horrible music and can’t reach a human, while enduring a soulless voice uttering “I’m sorry I didn’t quite get that” on repeat for eternity. (shudder) That’s why we started Slang.ai. We use the latest AI and audio wizardry to make transacting via voice so enjoyable it’s more human than human. By 2030, we will save businesses and consumers 1 billion minutes of precious time while transforming voice channels into the preferred mode of communication (it’s faster and easier than text).

 

We have backgrounds building product at companies like Spotify, Buzzfeed, the New York Times, and OpenTable —shipping experiences that have reached hundreds of millions of users. Now, we’re using our backgrounds to start a new culture, one that puts product and human-centered design above all else while fostering constant learning and growth. Sound like something you’d like to be part of? Get on board.

 

Our Values 

Overachiever Fever. We’re overachievers (we don’t know any other way)

 

Learner Fervor. We take every opportunity to learn (especially when it’s hard)

 

Humility Ability. We approach each other with curiosity and openness (know-it-alls not welcome!)

 

SMB MVP. We’re an expert member of our customers’ teams (we earn their trust)

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