Customer Experience Leader

November 21

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PushPress

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SaaS • Wellness • B2B

PushPress is a comprehensive gym management software platform designed to help gym and studio owners streamline their business operations. The platform provides a wide range of features including member management, billing, workout tracking, and lead engagement automation. PushPress integrates with various tools such as Stripe, Slack, and Google Analytics to enhance functionality. The platform aims to simplify the management of gym-related tasks while providing data-driven insights to help make better business decisions. By offering tools tailored specifically for fitness businesses, PushPress enables gym owners to focus on fostering a strong community and improving member retention.

51 - 200 employees

☁️ SaaS

🧘 Wellness

🤝 B2B

💰 $11M Series A on 2022-08

📋 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