Director of Customer Experience

Hi, we’re Walla!

We believe movement is happiness. By revolutionizing the fitness industry’s software, we help boutique fitness studios get and keep more people moving. When your neighborhood fitness studio succeeds, the ripple effect is massive. We aim to make that ripple as big as possible— like, tsunami big. How do we achieve this goal? We build what it takes to support the next generation of boutique fitness studios. This means simple, smart, and flexible software built by a team that is obsessed with making our clients happy. We care about the long game, but ensure our clients’ lives are easier in the short term too. And what do we do to make sure we stay on track? We live by our core values:

• Hard work, together
• Big Hearted
• Always Learning
• Build Raving Fans

Summary

We’re looking for a Director of Customer Experience to lead and evolve our customer journey. You’ll be responsible for the full customer experience once a studio signs on — from their first setup call to long-term retention. This is a player-coach role: you'll be both hands-on with customer relationships and technical problem solving, while also building the systems, processes, and team to scale client support and success.

If you're excited by the idea of helping hundreds of fitness studios succeed with a product you believe in — and you're equally comfortable digging into a support ticket as you are talking retention strategy — let’s talk.

Who You Are:

• You have a self-directed, start-up mentality who takes ownership for their work, doesn’t mind helping the team with periodic projects outside specific job description, and will help establish our company culture as we grow.
• You use humor to carry yourself through challenges. You bring smiles, laughs, and lots of gif’s
• You possess expert communication skills and empathy that allows you to communicate with individuals throughout an organization
• You balance confidence with humility
• You don’t waste time. You are efficient, effective, and work hard. You take pride in your day-to-day work.
• You want to be part of a fast-paced environment to build something that will change the world!

What You'll Be Doing:Strategy & Leadership

• Define and execute a strategy to drive product adoption, retention, and customer satisfaction
• Set & monitor KPIs and performance metrics across the teams
• Collaborate cross-functionally with Sales & Marketing, Product, and Engineering to advocate for customer needs and drive outcomes
• Establish and scale systems, documentation, and tooling to support a growing customer base
• Help define what best-in-class customer experience looks like at Walla
• Manage, mentor, and grow the team
• Develop playbooks and training resources
• Hire for future roles and structure the team to support both proactive and reactive needs

Customer Success

• Own customer health and retention
• Lead, manage, and conduct premium support calls
• Lead, manage, and conduct post onboarding client success calls
• Identify at-risk accounts and intervene early with personalized strategies
• Guide customers in adopting new features and maximizing value from the platform
• Partner with Sales on renewals, expansions, and success planning

Customer Support

• Oversee escalations and assist with high-priority support cases
• Work with Engineering and Product to prioritize bugs, resolve issues, and share feedback
• Ensure timely, accurate, and empathetic customer communications across all channels

What You Bring to the Team

• 5–7+ years in customer-facing roles in SaaS, with experience leading onboarding and/or support/success teams
• Proven ability to manage and develop teams across multiple customer journey stages
• Strong process and systems thinker with experience implementing CX tools
• Problem-solving mindset
• Confident communicator who can collaborate across departments and with customers
• Technical curiosity and comfort partnering with engineering teams
• Experience at a fast-paced startup or growth-stage company
• Experience with CRM, ticketing systems, and analytics tools (e.g. Intercom, Hubspot, Pipedrive, Rocketlane, Jira, etc.)
• Bonus: Experience in or passion for the fitness or wellness space

What We Have For You:

• Remote work environment
• Unlimited vacation policy
• Company-paid medical, dental, and vision plans / 50% covered for dependents
• Participation in company equity plan with a fast-growing company
• Flexible work schedule. As long as you are crushing your goals, you make your schedule!
• Fun culture that celebrates wins, encourages autonomy, ownership, and transparency
• We are an impact organization, and invite all of our team members to participate in our quarterly volunteer events

Walla is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, is empowered to show up to work every day as their full self, and most importantly that they know they belong, no matter who they are or where they are coming from. We actively seek to add members to our community who represent our customers and the places we live and work. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status or any other legally protected status.