Senior Customer Experience Manager

7 days ago

Pleasanton, California, United States Mineral Full time

About Mineral

Mineral is a leading provider of HR and compliance solutions for small businesses. Our innovative platform takes the guesswork out of HR, providing a one-stop resource for everything businesses need to tackle workplace issues with confidence.

Job Summary

We are seeking a highly experienced Customer Experience Director to join our team. As a key member of our leadership team, you will be responsible for fostering an environment of innovation and customer obsession to deliver measurable business results.

Key Responsibilities

  • Foster an environment of innovation and customer obsession to deliver measurable business results.
  • Gather customer feedback and insights at scale, designing and bringing to life the optimal journey throughout the customer lifecycle.
  • Drive customer engagement to increase retention, cross-sell, up-sell, and referrals.
  • Develop the customer experience vision, standards, roadmap, and optimal customer journey that drive engagement, retention, loyalty, and growth.
  • Facilitate cross-functional work required to deliver an extraordinary customer experience.
  • Build a direct and meaningful Voice of Customer (VOC) program that listens across multiple channels.
  • Contribute to the overall product roadmap/vision by providing a deep understanding of client needs throughout their lifecycle.
  • Identify, analyze, measure, and achieve KPI targets for customer engagement and impact.

Requirements

  • Bachelor's Degree in Business or related subject area required. Masters degree preferred.
  • 10+ years of experience in Customer Experience/Success for SaaS business, Product Marketing/Management.
  • Consistently demonstrated success driving customer engagement and experience that ties to the brand and product vision.
  • Excellent analytical and quantitative skills; ability to use data and metrics to evaluate, report, and deliver on defined outcomes.
  • Extensive project management experience and a record of success leading cross-functional teams focused on customer results.
  • Cross-functional leadership experience partnering to influence different functions at all levels.
  • Excellent presentation skills to both internal and external audiences.
  • Self-starter who thrives under ambiguity in a fast-paced environment.
  • Strong technical skills and comprehensive understanding of how technology drives business value.
  • HR technology or legal compliance domain knowledge is desirable, but not required.

What We Offer

  • Generous medical, dental, and vision insurance coverage
  • 401k + company match
  • Flexible PTO + Company Holidays
  • Corporate Bonus Program
  • Paid Family Leave
  • Other market competitive perks and benefits

Equal Opportunities, Accessibility for All

Mineral values diversity and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mineral are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.

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