Work at a Portfolio Company

Director of Customer Experience & Success



Customer Service
San Francisco, CA, USA
Posted on Wednesday, June 5, 2024

About Collective:

Collective is on a mission to redefine the way businesses-of-one work. Collective’s technology and team of trusted advisors enables our members to achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get.

Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, Techcrunch and more. We’re backed by General Catalyst, Sound Ventures (Ashton Kutcher and Guy Oseary), QED Investors, Google’s Gradient Ventures, Expa and prominent investors who have financed and built iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, Lyft, and more.

About the role:

As the Director of Customer Experience at Collective, you will manage a team of Relationship Managers who serve as the main point of contact for our clients.

We are looking for people who truly care about helping and about improving the lives and businesses of solopreneurs. No two days will be the same, but it’s very rewarding as you are a key advisor to our entrepreneurs.

⚒️ Responsibilities:

  • Drive our Customer Experience strategy, working to translate our company vision and objections into actionable plans that meet our goals, while establishing team purpose in alignment with that vision.
  • Own the post-sale Member experience and Member retention, constantly looking for ways to improve approaches and streamline work, developing data-informed ideas that define strategy and direction of the team.
  • Act as a role model of our values for the Customer Experience team and build on our customer centric environment.
  • Collaborate with Sales, Marketing, Operations, Tax, Accounting and Product to build and deliver a world class customer experience, anticipating potential problems and proactively mitigating risks.
  • Deliver meaningful strategic and tactical recommendations to executive leadership on customer trends and health.
  • Manage a team of multiple relationship managers who are responsible for:
    • Building and strengthening relationships with Members, developing trust and loyalty through the consistent delivery of quality results.
    • Addressing all Member issues while leveraging cross-functional resources to drive timely and complete resolutions.
    • Frequently communicating with Members to provide exceptional client service and proactively identify and problem solve account issues.
    • Create a long-term headcount model and talent strategy for Customer Experience.
  • Define operational metrics for the Member Relationship team and establish a system and regular cadence for tracking metrics, as well as establish internal Service Level Agreements.
  • Attract and develop high potential individual contributors into the team.
  • Understand industry trends and major competitors, making team and business decisions that are aligned with Collective strategy.

🙌 What we want you to bring:

  • 8+ years experience in Customer Success and in a leadership position.
  • Strong systems thinking who clearly understands how various operational groups (Sales, marketing, product, operations) interact with Customer Success, leveraging these cross-functional relationships to drive results.
  • Proven ability to build scalable processes and success in achieving KPIs and OKRs.
  • Performance management and talent development experience.
  • Hyper organized and able to juggle multiple clients and asks.
  • Strong written and verbal communication skills.
  • Resourceful, creative, and able to find innovative ways to achieve results.
  • Comfortable with change and able to work in a fast-paced environment.
  • Strong customer-first mentality
  • Tax and Accounting SaaS experience is a plus

Why work with us:

  • Collective is the first online back office platform designed for Businesses-of-One.
  • Tax is a very challenging space and you will grow fast.
  • We were backed by top tier VCs.
  • We promote open and transparent culture within the company.
  • We’re fast-paced and you learn every day.

What we offer in return:

Compensation Range: $190,000 - $210,000 annual base salary.

The salary ranges for the roles are posted for your convenience and review. Please understand that if an offer is presented, the offer compensation package will be based on the relevant position related skills a candidate demonstrates during our formal interview process.

  • A remote friendly environment.
  • A diverse and collaborative team culture.
  • Stock options package.
  • 14 company holidays + unlimited PTO.
  • 401K
  • Employer paid Health, Vision and Dental Insurance
    • 100% coverage for employees
    • 75% coverage for dependents
  • PC or Mac laptop + $750 Home office stipend
  • Generous paid parental leave
  • Fertility benefits, up to $8k
  • Team events and virtual gatherings
  • $600 wellness bonus

Equal Employment Opportunity

At Collective, we don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our customers, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. If you’re good at what you do, come as you are. The more inclusive we are, the better our work will be. Collective is proud to be an equal opportunity workplace.