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PushPress · 1 month ago

Customer Experience Leader

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

PushPress is transforming the boutique fitness industry with its AI-powered Industry Ledger. As the Customer Experience Leader, you will design and lead a world-class CX organization to enhance customer activation, retention, and long-term growth.

B2BBillingFinTechFitnessMachine LearningPaymentsSaaSSoftware

Growth Opportunities

Responsibilities

Champion customer success and value creation

Design and scale the CX organization

Own the end-to-end customer journey

Drive activation, adoption, and retention

Translate insight into action

Build and sustain operational excellence

Make data actionable

Reduce friction through systems and tools

Lead with empathy and accountability

Qualification

Customer Experience LeadershipMetrics-driven OperationsCross-functional CollaborationSaaS ExperienceAIAutomation ToolsData ModelingEmpathyOrganizational TransformationFinancial FluencyRadical CandorCommunication

Required

8+ years of professional experience in Customer Experience, Onboarding, or Support leadership roles within SaaS, ideally vertical SaaS or SMB-focused

Excellent communicator, people leader, and system thinker who balances empathy with execution

Proven ability to lead organizational transformation through scale - evolving team structures, systems, and culture while keeping the customer at the center

Metrics-driven operator experienced in defining and acting on KPIs that guide CX performance with an aptitude for quick experiments to drive improvements

Experience designing comp plans, spiffs, or incentives that align behavior with customer outcomes

Strong cross-functional collaborator who thrives working with Product, Sales, and RevOps

Strong executive communicator and storyteller who connects CX metrics to company strategy and board-level outcomes

Financially fluent - can model headcount needs, cost-to-serve, and CX ROI to inform strategy

Embraces a culture of Radical Candor - welcomes feedback, coaches others openly, and fosters growth through honest, respectful dialogue