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Vice President, Customer Experience at DNSfilter
Customer Service | Full time
Job details
At DNSFilter we are making workplaces more secure through protective DNS and advanced content filtering—and we need your help! We’ve come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, in 2022 we became the fastest DNS security tool on the planet and acquired the privacy-focused VPN Guardian, and in 2023 we extended our Series A by $15M and added more global points of presence to our anycast network!
As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!
We are looking for a Vice President of Customer Experience who has built CX organizations (<10M ARR) and has experience scaling up and beyond 75M ARR. Someone well versed in an integrated post-sales motion on both expansion and retention would be ideal.
Eligible candidates have and can work successfully in a remote environment and are familiar with working in a fast-paced hyper-growth SaaS start-up. This is a full-time remote role and is open to candidates in the United States and Canada.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!
In this role you will:
- Develop, implement and execute a strategy for delivering world-class customer success, support, and digital experience in order to increase company’s capability to successfully deliver value across all of our markets
- Own key operational metrics like churn (GRR) and contraction, revenue (NRR) and customer satisfaction and create and execute Customer Success OKRs
- Scale a newly formed Customer Experience organization bringing together a mature Customer Support team and a newly created Customer Success team
- Evaluate the existing success and services strategy and implement necessary adjustments needed to help customers realize value, improve renewal rates and increase customer satisfaction
- Collaborate with the Go-to-Market and Product Development organizations to communicate the voice of the customer in order to influence the product roadmap, sales behavior, and marketing strategies
- Lead and scale company’s global Customer Experience organization, including onboarding, adoption, success, and support
- Lead the delivery and execution of customer success/support to ensure current and future programs and practices help customers achieve their goals and meet net retention goals for the company
To qualify for this role you have:
- 12+ years of experience managing Customer Success and Customer Support teams
- Proven ability to ramp implementation, success and support reps over time in a systematic way - including the development of a training program focused on product, process, and skills
- Proven success leading post-sales teams for high-growth businesses in B2B and B2B2C SaaS
- Experience in servicing a diverse segments of customers including, channel, OEM, enterprise, as well as high transaction MTM volume
- The desire to be a builder of teams, processes, systems and culture; you are a natural collaborator with peers across the organization; you are wired to ‘win together’ and to support colleagues
- An inspiring personality who leads teams through a combination of personal leadership, process discipline, and accountability; you have a compelling executive presence in front of customers, employees, investors, stakeholders, and other members of the leadership team
- Alignment with our company values: scrappy, fast-paced, hardworking, relentless, transparent, collaborative, dedicated
- Demonstrated understanding of the complexity of servicing a technical audience and the ability to develop a customer journey lifecycle that is strategically tailored to the needs of the company’s customers
- Familiarity and practical expertise with various success-enablement technologies such as success management platforms, community and portal tools, self-service tools, online training tools, etc.
- Experience maintaining & measuring departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization
- The ability to work mostly in an EST time zone environment
- The willingness and ability to travel 15-25% of the time for company events as needed
Bonus points for:
- Experience in a high-growth startup environment
- Cybersecurity industry knowledge
We Offer:
- A 100% work-from-home position with a company that values and fosters personal and professional growth
- Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow.
- Passionate and intelligent colleagues who work hard and have a good time doing it
- Flexible Fridays
- Paid company-wide week off at the end of each year
- Flexible Vacation policy
- Awesome company swag
- Home office buildout allowance
- Full medical, dental, and vision benefits for US and Canada based employees
- Full short-term disability and life benefits; available long-term disability
- 401k with vested company matching for qualifying employees
- In-person annual gatherings. Last time we all spent a week on a beach in Cancun!
DNSFilter is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a fully remote company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.
At DNSFilter, we utilize sophisticated software and tools to identify and eliminate Deepfake candidates. This approach helps us maintain the integrity of our hiring process, ensuring that we select the most qualified and genuine individuals to join our team.
