PushPress

Compensation

Full Description

Job Description: • Champion customer success and value creation - keep gym owners at the center of every decision, ensuring their success drives our retention and growth metrics. • Design and scale the CX organization - advance the structure, workflows, and roles needed to support growth. Continue the evolution from a generalist team to specialized pods for onboarding, support, and enablement. • Own the end-to-end customer journey - manage the experience from sales handoff to activation to long-term support and advocacy. Partner closely with R&D, Sales, and Growth to create a seamless, high-impact customer experience across all touchpoints. • Drive activation, adoption, and retention - define success metrics, shorten time-to-value, and proactively identify churn risks. Build programs and incentives that motivate customers and teams toward adoption and expansion. • Translate insight into action - break down complex customer and operational problems into clear components, prioritize effectively, and turn customer pain points into actionable roadmaps for both the CX organization and Product. • Build and sustain operational excellence - establish a strong operating cadence, translate company goals into team-level objectives, and develop a high-performing CX organization positioned for long-term success. • Make data actionable - monitor key KPIs and adjust as needed (activation rate, P90 time to resolve, time-to-value, cost to serve) to guide staffing, process improvements, and automation investments. Collaborate with RevOps and Finance to model ROI and efficiency gains. • Reduce friction through systems and tools - work with R&D to simplify complex workflows in the onboarding and support experience, deploying AI or automation to scale without losing the human touch. • Lead with empathy and accountability - build a culture centered on clarity, urgency, and ownership, reinforcing our core tenets. Empower the team to support non-technical SMB owners with patience and confidence while balancing operational efficiency with genuine care. Requirements: • 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. Benefits: • Health Care Plan (Medical, Dental & Vision) • Retirement Plan (Company Sponsored 401k with Match) • Life Insurance • Flexible Paid Time Off (and Public Holidays) • Family Leave (Maternity, Paternity) • Work From Home Stipend • Equity Incentive Plan • Company Issued Laptop