At DNSFilter we are making workplaces more secure through protective DNS and advanced content filtering—and we need your help! We’ve come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, in 2022 we became the fastest DNS security tool on the planet and acquired the privacy-focused VPN Guardian, and in 2023 we extended our Series A by $15M and added more global points of presence to our anycast network!
As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it’s clear there’s a missing piece. That’s where you come in!
We are looking for a Vice President of Customer Experience who has built CX organizations (<10M ARR) and has experience scaling up and beyond 75M ARR. Someone well versed in an integrated post-sales motion on both expansion and retention would be ideal.
Eligible candidates have and can work successfully in a remote environment and are familiar with working in a fast-paced hyper-growth SaaS start-up. This is a full-time remote role and is open to candidates in the United States and Canada.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!
In this role you will:
- Develop, implement and execute a strategy for delivering world-class customer success, support, and digital experience in order to increase company’s capability to successfully deliver value across all of our markets
- Own key operational metrics like churn (GRR) and contraction, revenue (NRR) and customer satisfaction and create and execute Customer Success OKRs
- Scale a newly formed Customer Experience organization bringing together a mature Customer Support team and a newly created Customer Success team
- Evaluate the existing success and services strategy and implement necessary adjustments needed to help customers realize value, improve renewal rates and increase customer satisfaction
- Collaborate with the Go-to-Market and Product Development organizations to communicate the voice of the customer in order to influence the product roadmap, sales behavior, and marketing strategies
- Lead and scale company’s global Customer Experience organization, including onboarding, adoption, success, and support
- Lead the delivery and execution of customer success/support to ensure current and future programs and practices help customers achieve their goals and meet net retention goals for the company
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