Customer Experience Lead

HeyTaco • Alexandria, VA

6d • $75,000 - $95,000 • Hybrid

About The Position

At HeyTaco, we help thousands of teams around the world build stronger cultures through gratitude and recognition. We are a small, customer-funded software company, which means our customers are at the center of how we make decisions. We listen to them, learn from them, solve problems for them, and use what we learn to make HeyTaco better. We’re looking for someone to own the customer experience at HeyTaco — from the first time someone considers using HeyTaco through becoming a happy, long-term customer. This role is for someone who loves talking to people, solving problems, figuring things out, and working on feel-good software that genuinely makes people's work lives better.

This isn't a traditional Customer Success role where you'll inherit a portfolio of accounts and spend your days running scheduled check-ins. We're a small team, so you'll have the opportunity to work across the entire customer lifecycle. On any given day, you might help an admin solve a problem, give a demo to a prospective customer, follow up with someone whose trial is ending, notice that an existing customer isn't getting as much value from HeyTaco as they could, talk to a longtime customer about what they'd love to see us build next, or share a pattern you've noticed with our product team. You'll own the experience from: Demo → Trial → Conversion → Onboarding → Support → Success → Retention & Expansion. Your job is ultimately pretty simple: help people learn about HeyTaco, get value from it, and love being a customer. Because we're a small company, we won't hand you a script for every situation. We're looking for someone who is curious, proactive, and comfortable figuring out what needs to happen next.

Requirements

• 2 - 5 years experience in Customer Success, Account Management, Customer Support, Customer Experience, SaaS sales, or another customer-facing role
• Experience working with a SaaS or technology product
• Excellent written and verbal communication skills
• Comfortable leading customer and prospect conversations over video
• Strong problem-solving skills and a willingness to dig into unfamiliar problems
• Ability to understand customer needs and translate them into actionable insights
• Comfort working with data and using customer behavior or product usage to inform decisions
• Ability to work independently and make good decisions without needing constant direction
• Curiosity and an eagerness to understand how both the product and the business work
• Ability to manage your workload, prioritize your responsibilities, and self-direct towards your goals
• A builder’s mindset: you spot problems, own them, and turn ideas into action—fast and with care.
• Integrity: saying what you are going to do, and then doing it
• Great listening skills, curiosity and a constant desire to learn
• Coachability: you seek out feedback and are comfortable giving feedback
• Patience, a sense of humor, and a knack for relating to people

Nice To Haves

• Have worked at a small or early-stage SaaS company where everyone wears multiple hats
• Have experience owning both Customer Success and inbound sales conversations
• Have worked with Slack, Microsoft Teams, or Google Workspace products
• Have experience with product-led or self-service SaaS businesses
• Have used customer data to identify churn risk, adoption opportunities, or expansion opportunities
• Enjoy thinking about how a product could be better, not just helping customers use what already exists

Responsibilities

• Serve as the primary point of contact for HeyTaco customers and provide thoughtful, fast, and genuinely helpful customer support
• Help new customers get started with HeyTaco and make sure they're getting value from the product
• Proactively identify customers who could benefit from additional help, education, or outreach
• Monitor customer health and usage to identify adoption opportunities and potential churn risks
• Build relationships with customers and understand what makes HeyTaco valuable to their teams
• Lead product demos for prospective customers and help them understand whether HeyTaco is right for their organization
• Follow up with prospective customers throughout their trial and help turn successful trials into happy customers
• Answer pricing and product questions and help prospective customers through the buying process
• Identify opportunities for existing customers to get more value from HeyTaco, including Deluxe upgrades and expanded adoption
• Create and send customer communications about new features, product updates, and other important changes
• Talk with customers to understand their needs, challenges, ideas, and feedback
• Bring customer insights back to the rest of the HeyTaco team to help inform product decisions and priorities
• Identify recurring customer questions or friction points and find ways to improve the experience rather than solving the same problem repeatedly
• Help us improve the systems, processes, help docs and tools we use to understand and serve our customers
• Look for opportunities we haven't thought of yet to make HeyTaco's customer experience even better

Benefits

• Annual performance bonus
• 401(k) with employer match
• 100% employer-paid health insurance for you and your family
• Flexible PTO
• Flexible hybrid work environment
• A small team where you'll have significant ownership and the ability to shape how we work

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed