Director Customer Experience

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

Our CORE values

DRIVE is how we work at EasyLlama. Weʼre Doers, Resourceful,
Impactful, Valued Partners, & Excellence-Focused.

• We are Doers. We proactively make things happen.

• We are Resourceful. We treat time, money, and energy as valuable.

• We are Impactful. We prioritize what matters.

• We are Valued Partners. We put customers & teammates first.

• We are Excellence-Obsessed. We always deliver excellent work.

From CEO to newest hire, DRIVE asks us to take ownership, solve
problems, prioritize what matters, support teammates, and deliver high-
quality work.

When we live these values, our product choices, customer interactions,
hiring, and promotions all help us live out our mission: to build safer and
more productive workplaces.

About the Role

We’re looking for a Director of Customer Experience to lead and scale our post sales organization across Customer Success, Support, and Onboarding. This role is responsible for the full customer lifecycle from initial implementation through long term value realization, retention, and expansion.

You’ll oversee multiple functions, develop high performing leaders and teams, and build the systems, processes, and strategy needed to deliver a seamless, high quality customer experience at scale. This role is ideal for someone who can operate both strategically and tactically setting vision while staying close to execution.

What You’ll Do

Team Leadership and Org Development
Lead and develop managers and individual contributors across Customer Success, Support, and Onboarding. Build a high performing, customer centric culture with clear expectations, coaching, and accountability.

Customer Lifecycle Ownership
Own the end to end customer journey from onboarding through renewal and expansion, ensuring a seamless and high quality experience. Identify and remove friction across the lifecycle.

Retention, Growth and Forecasting
Drive renewal and expansion strategy to maximize net revenue retention and minimize churn. Maintain accurate forecasting and revenue predictability.

Support and Onboarding Excellence
Ensure onboarding drives fast time to value and strong adoption. Oversee Support to maintain high responsiveness and customer satisfaction while scaling one to many approaches.

Process and Operational Scaling
Build and refine processes to support growth, ensuring strong CRM discipline, data hygiene, and clear performance metrics across teams.

Cross Functional Leadership
Partner with Sales, Product, and Marketing to align on customer needs and advocate for the customer in product and go to market decisions.

Who You Are:

• A proven leader with experience managing teams and scaling Customer Success, Support, and or Onboarding teams.

• Deep expertise in SaaS customer lifecycle management, including renewals, expansions, and customer health.

• Strong operator with a track record of building processes, systems, and teams in high growth environments.

• Highly data driven, with experience in forecasting, pipeline management, and CRM hygiene with HubSpot preferred.

• Passionate about coaching and developing leaders, not just individual contributors.

• Comfortable navigating ambiguity and evolving processes in a fast paced environment.

• Experienced supporting both high touch and scaled one to many customer models.

What to Expect:

The interview process at EasyLlama takes about 3 weeks and will include cross-functional stakeholders of the role. Here's what the interview process looks like:

• Recruiter Screen

• Hiring Manager (COO) Interview

• VP of People Interview

• VP of Sales Interview

• VP of Product Interview

• Presentation with COO & CEO

• Reference Checks

How We'll Take Care of You:

• $150K – $170K Base salary • $200-$250K OTE

• Flexible, fully remote environment

• Competitive employer-sponsored health insurances

• 401(k) + company matching

• Professional development reimbursements

• Quarterly remote work stipend

The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states:
AR - Arkansas
CA - California
CO - Colorado
CT - Connecticut
FL - Florida
IL - Illinois
LA - Louisiana
MA - Massachusetts
MI-Michigan
MN - Minnesota
NJ - New Jersey
NY - New York
NC - North Carolina
OH - Ohio
OR- Oregon
PA - Pennsylvania
TN - Tennessee
TX - Texas
VA - Virginia
WA - Washington
WI - Wisconsin

*EasyLlama reserves the right to change the list of approved states at anytime.

To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection!

At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.