At Luum we tackle real, big commute problems. As a pioneer in enterprise commute management we engage employees, unify mobility options, and bring about meaningful change. We value individuality, autonomy, and drive (whatever your preferred commute mode may be). We have ambitious goals to expand nationally and this role is essential in realizing that growth.

Luum is seeking a collaborative and nurturing Director of Customer Experience to lead and support the team responsible for ensuring customer delight. This department comprises of Luum product experts, as well as industry experts in the TDM/commute space, and provides value to our enterprise customers through a high-touch level of partnership that differentiates Luum in the market. You will oversee the Implementation, Support, Customer Success and Managed Services teams, and be responsible for multiple direct reports. You'll also be a part of the cross-functional leadership team at Luum helping to shape the future of our growing company.

We are looking for an empathetic leader with a passion for the customer experience. If you build lasting relationships, both internally and externally, and are an effective advocate with the ability to influence cross-functional teams, we'd love to hear more!

In addition to the responsibilities listed above, you will:

• Advocate for the needs of the Customer Experience team with senior leadership, report out on progress and help prepare materials for the board
• Advocate for and represent the voice of our customer at all levels of the company, as well as externally
• Partner with marketing on effective customer communications and to share our customer's stories through a variety of channels
• Partner with sales to understand the needs of our incoming customers and assign the appropriate resources
• Partner with product and engineering to advocate for customer feature requests and help shape our roadmap
• Hire, onboard, and support the next generation of Customer Experience team members
• Mentor direct reports to ensure their continued growth and development
• Anticipate customer needs and work with the Customer Experience team proactively to avoid potential problems
• Be responsible for customer escalations and working toward satisfactory resolution
• Hold the Customer Experience team accountable for expansion opportunities and renewals
• Maintain a direct line to our customers and their experience working with Luum through a relationship with 1 or more customers as their dedicated Customer Success Manager
• Develop systems and tools to support the growth and increased efficiencies of Customer Experience

We'd love to have you on our team if you have:

• 5 years experience working in a SaaS environment and/or in the commute (TDM) industry
• Demonstrated abilities leading a growing team and supporting others to do their best work
• Demonstrated abilities nurturing long-lasting relationships and expanding large enterprise customers
• Experience working closely with senior leadership
• A passion for contributing to a scaling environment where new processes are being formed and teams are always iterating

We’re unique in that our software is purpose-built to solve some of the world’s most pressing challenges. We are still in our nascent growth stages; The ideas you bring up over morning coffee, stand ups, or a Friday afternoon office beverage (spirited or otherwise) could dramatically shape the trajectory of Luum’s success.

The Luum ethos is one of balance that extends to our workplace environment. We have built our team to be reflective of––and carry out––our mission, vision and values. We are committed to growing a team that mirrors the customers we serve, and are intentional about diversity, inclusion, and equity as we scale our company.