Customer Experience (CX) Leader

Boardable takes mission-critical board and committee meetings from friction to focus. Founded by experienced board executives, the intuitive board management platform brings teams together —wherever they are — so they can prepare, engage, and take action on what matters most. Boardable powers 2,000 organizations in over 40 countries, including associations, nonprofits, healthcare, higher education, and enterprise businesses. Learn more at www.boardable.com. 

Celebrated for our great benefits, talent, culture, and more, Boardable was recently selected as one of Powderkeg’s best tech companies to work for. We welcome diverse perspectives and invite people to bring their genuine selves to work. Come join a team committed to solving the real-world challenges of today’s boards.

We are seeking a seasoned Customer Experience (CX) Leader to join our team and drive exceptional customer experiences that turn our customers into raving fans of Boardable and our product. As the leader of our customer experience team, you will direct and grow a team of CX professionals to develop and execute a customer-centric strategy that prioritizes product-led onboarding and drives engagement, satisfaction, and loyalty with all members of our customer’s boards and committees.

• Develop and execute a customer-centric strategy that aligns with the company’s mission and values, with a focus on product-led onboarding and driving customers to become raving fans of Boardable and our product.
• Lead and manage a team of CX professionals to deliver exceptional experiences to customers through various touchpoints (e.g., product usage, customer support, online communities, Customer Advisory Boards, etc.).
• Partner with product and engineering teams to ensure that customer needs are at the forefront of product development and delivery, focusing on making onboarding as seamless, intuitive, and as fast as possible and driving customers to continually discover value in and through the product.
• Analyze customer feedback and data to identify areas for improvement and inform the development of customer-focused initiatives throughout the company.
• Collaborate with key stakeholders across Boardable to ensure a consistent and seamless customer experience across all touchpoints.
• Develop and implement programs and processes to continuously monitor and measure customer satisfaction and engagement.
• Stay up-to-date with industry trends and best practices in customer experience and continuously evolve the CX strategy to meet changing customer needs and expectations, with a focus on staying ahead of the curve in board management productivity and engagement.

The qualifications below are preferred but not required. We are open to hiring the right person regardless of background, education, or experience.

• 8+ years of experience in customer experience, with a proven track record of delivering exceptional experiences in a product-led growth (PLG) company and driving customers to become strong ambassadors of the product.
• Strong leadership skills and experience managing teams of CX professionals.
• Excellent problem-solving, analytical, and communication skills.
• Ability to think creatively and outside the box to develop innovative solutions to customer experience challenges, with a focus on product-led onboarding and growing net revenue retention amongst a growing customer base.
• Deep understanding of customer needs and behaviors, as well as industry trends and best practices in customer experience with SaaS companies that primarily rely on their product to scale.
• Experience using data and analytics to inform decision-making and drive customer-focused initiatives..
• Bachelor’s degree in a related field; advanced degree a plus.

• Flexible work schedule/remote work options
• Lifestyle benefit (Fringe)
• Unlimited Paid Time Off (PTO), 11 recognized holidays, and a commitment to work/life integration
• Access to health/dental/vision insurance or a monthly health stipend if you decline coverage
• Life insurance and the option for short term and long term disability coverage
• Monthly phone/tech stipend
• Paid parental leave
• 401(k) with employer match
• Work from home desk setup stipend for all new hires
• Coworking reimbursement program for all remote employees
• Potential of equity compensation in a fast-growing organization
• Bonus opportunities
• Transparent, friendly, fun culture  
• The gift of Boardable to a board on which you serve, annual subscription
• Corporate charitable donation matching program
• Annual all-hands retreat week
• Exceptional swag

At Boardable, we actively work to create a workplace where everyone truly feels welcome as teammates and partners in building our vibrant, ever-changing culture. We know a diverse team will meet the challenges of the business in ways that a monocultural team simply cannot. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills as we fulfill our mission of helping purpose-driven organizations. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage all those interested to apply.

Boardable is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage all those interested to apply.