Director of Customer Experience

MSP Hire • Juneau, AK

3d • Hybrid

About The Position

Hansen Gress is seeking a Director of Customer Experience to lead and unify the full client lifecycle, from initial sales engagement through onboarding, ongoing account management, and long-term partnership. This role is responsible for ensuring a consistent, high-quality client experience across every stage of the relationship, while also strengthening how we attract, onboard, and retain clients. The Director of Customer Experience will work closely with the COO and leadership team to translate company direction into clear execution across sales, onboarding, and account management. This is a hands-on leadership role focused on relationship strength, communication, and delivering an exceptional client experience end-to-end.

Requirements

• Led customer experience, account management, or client success functions for 5+ years, ideally within an MSP or IT service-based environment.
• Understand the full client lifecycle, including sales, onboarding, and long-term relationship management.
• Track record of improving client satisfaction, retention, and growth.
• Exceptional communicator who builds trust quickly and aligns expectations clearly.
• Ability to bring structure to client experience—creating repeatable processes, communication rhythms, and standards that scale.
• Hands-on when needed and willing to step in to support both clients and team members directly.
• Willing to do the work of any direct reports who have not been hired yet.
• Coaches and develops client-facing team members into confident, capable relationship owners.
• Living in Alaska is either a passion or a dream to fulfill.
• Ability to pass a basic background check for airport security badging.
• Valid driver’s license (or willingness to get one) and the ability to drive.

Nice To Haves

• Someone who is “all in” on Alaska and also fits the position and our company.

Responsibilities

• Work with Executive Leadership to develop three departments from the ground up: set vision, build process, and hire key personnel for sales, onboarding, and account management departments.
• Set clear goals and performance metrics across the client lifecycle, including sales effectiveness, onboarding success, client satisfaction, and retention.
• Align priorities, resources, and communication across sales, onboarding, and account management functions.
• Own the end-to-end client journey: sales → onboarding → long-term account management.
• Ensure a seamless and consistent experience as clients transition between phases of that journey.
• Strengthen how we position, sell, and deliver our services so expectations match reality.
• Support and guide the sales process to ensure alignment between client expectations and service delivery.
• Lead and develop Account Managers to build strong, long-term client relationships.
• Establish clear communication rhythms (QBRs, check-ins, strategic planning conversations).
• Drive client retention, growth, and overall relationship health.
• Oversee onboarding to ensure a smooth, well-communicated transition into our services.
• Partner with service teams to ensure onboarding is structured, efficient, and aligned with client expectations.
• Identify gaps in onboarding and drive continuous improvement.
• Partner with the Director of Service Delivery and Director of Technology to align client expectations with operational execution and technical standards.
• Improve handoffs between sales, onboarding, and service teams to eliminate friction and confusion.
• Act as the voice of the client internally.
• Serve as an escalation point for key client concerns and relationship risks.
• Proactively identify risks to client satisfaction and retention.
• Use client feedback and data to drive improvements across the business.

Benefits

• Full-time role
• Salary: $110,000–$130,000 a year, depending on experience
• Health insurance (with vision coverage)
• Retirement plans
• Mobile device plan reimbursement
• Flexible scheduling policy
• Relocation assistance
• Work in Juneau, where meaningful work meets stunning nature with mountains, trails, and ocean right outside your door.
• Commitment to helping employees dedicate part of their paid time to personal growth through courses and certifications relevant to their specific interests, research and development, and team-building opportunities.

What This Job Offers

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