Chargebee is a subscription management and recurring billing product that caters to B2B SaaS businesses.
Inspire Customer Experience Across Company
Create a company-wide culture of Customer Experience
Align with Product around driving best in-app experience
Align with Sales, Marketing, Professional Services, Customer Solutions, and Customer Success to deliver world-class Customer Experience across all customer touchpoints
Align with Revenue Operations for measurement
Align with Executive Team around objectives and drive top-down initiatives
Create company-wide customer feedback loop and initiatives
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in the journey (e.g., usage, satisfaction, etc.)
Identify gaps and standardize interventions for each point in a journey across handoffs from sales<> implementation<> Success<>Support
Define the segmentation of the customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in the industry
Measure effectiveness of CX activities:
Define CX operational metrics for the team such as NPS, CSAT
Establish a system for tracking metrics
Create cadence for review within a team
Expose a subset of metrics to the executive team, company, and board
Expectations of Experience and skills:
10+ years of overall work experience with at least 5+ years of experience in leading customer-facing organizations
Ability to manage influence through persuasion, negotiation, and consensus-building
Ideally combined background of SaaS and Customer Success experience
Strong empathy for customers AND passion for customer experience
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
An enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Relevant Bachelor’s degree at a minimum
Chargebee might be the opportunity you’re looking for
If you’re interested in how subscription businesses can get more efficient.
If you’re hungry to give and receive feedback, fully understanding that challenging perspectives are the only way that you can grow.
If you can bring empathy to problem solving.
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.