RemoteLeaf Logo
Log in Sign up

Customer Experience Director (Philadelphia, PA)

1 hour, 42 minutes ago
Brazil, United States, United Kingdom, Netherlands
Full-time
Executive
Customer Success
Design and User Experience
CRM
Apply Now
B Lab

B Lab

B Lab is a nonprofit network that spearheads the B Corp movement, aiming to reshape the global economy to prioritize the well-being of people, communities, and the planet through the certification of businesses committed to social and environmental per...

Diversified Consumer Services
51-250
Founded 2006
View All Jobs 4

Description

  • Lead the design and continuous improvement of end-to-end customer journeys across certification, products, and services.
  • Define organization-wide customer experience principles, journey standards, and service expectations.
  • Lead customer research, voice-of-customer programs, journey analytics, and insight capabilities.
  • Translate customer insights and behavioral data into product, service, process, and strategic improvements.
  • Develop scalable customer learning, enablement, support, self-service, and account management capabilities.
  • Lead customer operations, service delivery, escalation pathways, process optimization, and service excellence.
  • Partner with Product and Technology to improve operational tooling, automation, customer data, and self-service capabilities.
  • Coordinate account management and lifecycle practices across regions, products, and customer segments.
  • Establish customer journey architecture, insight operating rhythms, and consistent support and engagement practices during the first 6–12 months.

Requirements

  • 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or a related field.
  • Experience designing, delivering, and continuously improving customer experiences through digital products and services.
  • Demonstrated ability to use customer insights, behavioral data, and service performance metrics to drive improvements.
  • Experience building and scaling customer support, self-service, learning, and account management capabilities.
  • Strong record of leading cross-functional improvements across product, technology, operations, and customer-facing teams in complex organizations.
  • Experience in certification, membership, SaaS, platform, learning, professional services, or mission-driven organizations is preferred.
  • Experience with global or regional operating models is preferred.
  • Experience with customer health scoring, journey analytics, CRM, or customer success tools is preferred.
  • Bachelor’s degree in a related field or equivalent professional experience is preferred; relevant certifications are advantageous.
  • Must be authorized to work in the U.S. without restrictions, reside in Pennsylvania, and be within commuting distance of B Lab’s Philadelphia office; this is a full-time, 40-hour-per-week role.

Benefits

  • Annual salary of $120,000–$150,000, based on experience and skills.
  • Medical, vision, and dental coverage.
  • 15 days of vacation in the first year, additional paid organizational closures, and unlimited sick and personal time.
  • 403(b) retirement plan with up to a 3% match.
  • Paid parental leave and 40 hours of paid community-service time after the first year.
  • Professional development time and an annual development budget.
  • Remote-first workplace with flexible scheduling around personal commitments.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

AltaML

Customer Success Representative (Brilliant Harvest)

AltaML 51-250 IT Services

Brilliant Harvest is seeking a Customer Success Representative to help farm equipment dealers and farmers adopt, use, and gain value from its conversational AI platform.

Canada Full-time Mid Level Customer Success
1 hour, 27 minutes ago
HighLevel

Trial Experience Apprentice

HighLevel 251-1K Internet Software & Services

HighLevel is hiring a remote Customer Acquisition Apprentice in India to support trial customers through calls, chats, emails, scheduling, and video-room coordination during a six-month apprenticeship.

India Internship Entry Level Customer Success
$5k-$5k
CRM
1 hour, 42 minutes ago
A

Member Services Associate - Work From Home

AO Garcia Agency Insurance

Join a fully remote financial services team to enroll and support clients seeking guidance on benefits and related financial needs.

United States Full-time Entry Level Customer Success
1 hour, 42 minutes ago
A

Client Onboarding Coordinator - Remote

AO Garcia Agency Insurance

Remote client-facing financial services role focused on enrolling and supporting families seeking guidance through web presentations and ongoing service.

United States Entry Level Customer Success
1 hour, 42 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers