Director of Customer Experience

MSP Hire•Juneau, AK

3d•Hybrid

About The Position

Hansen Gress is seeking a Director of Customer Experience to build and own the entire client journey for one of Alaska's fastest-growing MSPs. This role is for someone who has prior experience in the MSP industry and is ready to take ownership of the client experience model. The company emphasizes a lean, trust-based, and relationship-driven culture, valuing accountability over bureaucracy. The Director will work closely with executive leadership to ensure a consistent, high-quality client experience from sales through long-term partnership.

Requirements

5+ years of leadership experience within a Managed Services Provider.
Experience leading one or more of the following functions within an MSP: Service delivery, Account management, Customer success, vCIO services, Client experience.
Experience working within a similarly sized MSP environment (approximately 30-90 employees).
Demonstrated success improving client retention, customer satisfaction, and long-term account growth.

Nice To Haves

Proven MSP customer experience playbooks.
Established onboarding frameworks.
Customer health scoring methodologies.
QBR and strategic review processes.
Escalation and client communication frameworks.
Experience building and documenting repeatable processes.
The ability to teach, mentor, and elevate existing teams.
Builds trust quickly.
Communicates exceptionally well.
Comfortable leading through influence rather than authority.
Can move easily between executive conversations and day-to-day operational details.
Equally comfortable with strategy and execution.
Takes ownership.
Understands that relationships are the foundation of every successful MSP.
Genuinely wants to build a life in Alaska.

Responsibilities

Own and improve the entire client lifecycle, including sales alignment, client onboarding, account management, client retention, strategic account planning, executive business reviews, escalation management, client communication standards, and customer health monitoring.
Work closely with executive leadership to ensure consistent, high-quality client experience.
Develop and implement repeatable customer experience playbooks.
Create standardized onboarding processes.
Establish customer health frameworks and account scoring systems.
Implement communication standards across all client-facing teams.
Build measurable client success processes that can scale with growth.
Align sales commitments with operational delivery.
Improve handoffs between sales, onboarding, and service teams.
Establish clear ownership throughout the client lifecycle.
Ensure client expectations consistently align with delivered services.
Create systems that reduce friction and improve the overall customer experience.
Build and implement QBR and strategic account review programs.
Develop communication rhythms that strengthen long-term relationships.
Coach account managers to become trusted business advisors.
Create standards for account planning and client engagement.
Develop measurable customer health metrics.
Identify early warning signs for at-risk accounts.
Create proactive retention strategies.
Use data and client feedback to drive continuous improvement.
Serve as an escalation point for key client relationships.
Coach and develop account managers and client-facing employees.
Create accountability, structure, and growth opportunities within the team.
Lead by example and remain willing to roll up your sleeves when necessary.
Build processes first and then build teams around those processes.