Director of Customer Experience

As Director of Customer Experience at Tailscale, you’ll be responsible for leading and developing the teams at Tailscale that focus on the end-to-end customer experience for individual users to enterprise clients. This includes programmatic and strategic work relating to customer support, customer success, and our developer community efforts. This role is pivotal in ensuring that our customers receive outstanding support, guidance, and engagement throughout their journey with us.

What you’ll do:

• Provide visionary leadership and mentor a team of technically skilled customer experience professionals, fostering a culture of excellence, innovation, and continuous improvement
• Partner closely with the Sales, Marketing, Engineering and Product teams to align on growth strategies and account coverage as well as ensure a seamless customer experience.
• Develop and implement strategies to drive customer success and retention, ensuring that customers derive maximum value from our products and services.
• Lead the customer success and customer support teams in proactively engaging with customers, providing onboarding, training, and ongoing support to drive product adoption and retention.
• Spearhead our developer community efforts through bolstering self-serve mechanisms, like documentation, videos, walk throughs, FAQs, etc.
• Ensure a synergy between Revenue and Support teams when it comes to customer feedback
• Champion initiatives to enhance the overall customer experience, from the initial touchpoint through the entire customer lifecycle.
• Establish and monitor key performance indicators (KPIs) for customer-facing teams, leveraging data-driven insights to ensure high-quality service delivery now and into the future
• Collaborate with Product, Engineering, and Revenue teams to address customer needs and enhance the overall customer experience by sharing insights and driving continuous improvement of our products and services.
• Lead in-depth analyses of customer feedback and support data to identify trends and opportunities for product and process improvements
• Implement and optimize support tools and technologies to increase efficiency and effectiveness
• Oversee the development and continual enhancement of support documentation, knowledge bases, and training materials
• Represent the voice of the customer within the organization, ensuring that customer needs and preferences are prioritized and addressed in strategic decision-making processes

You may be a fit if you have:

• Exemplary and visionary leadership experience and are passionate about growing teams
• A proven track record in managing customer operations in a high-growth environment and possess a deep understanding of the needs of both free and enterprise users.
• Demonstrated experience supporting a broad range of customer types, from individual B2C users all the way to enterprise customers in the B2B SaaS space
• A strong understanding of SaaS, networking, and security concepts
• Familiarity with VPNs, networking protocols, and cybersecurity concepts
• An eagerness to learn, keeping yourself and your team up with evolving customer questions and Tailscale’s product roadmap
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders
• A proven track record of building and scaling high-performing support teams
• Experience with support tools and technologies (eg. Jira Service Manager)
• A data-driven approach to problem-solving and decision-making
• Experience with remote team management (though expect to organize and participate in meetups with your team from time to time)

As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels. We use San Francisco market data to establish our pay ranges.