Chartbeat

Director, Customer Experience

Remote

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Experience, Software/TechnologyIndustries

Position Overview

  • Location Type: Remote
  • Employment Type: Individual Contributor Role
  • Company: Chartbeat (partnered with Tubular and Lineup Systems)

Chartbeat, in collaboration with Tubular and Lineup Systems, is seeking a Director of Customer Experience to lead the optimization and enhancement of the customer journey. This role is critical for driving customer value, retention, and satisfaction within a rapidly growing organization serving over 1,000 brands globally. The Director will be responsible for owning the end-to-end customer experience and implementing scalable programs based on data and feedback. This is a newly created role within Customer Success, reporting into the VP of Customer Success.

Requirements

  • Proven experience in Customer Success or a related field.
  • Strong understanding of customer journeys and customer experience principles.
  • Ability to analyze customer data and feedback to identify areas for improvement.
  • Excellent communication and collaboration skills.
  • Strategic thinking and problem-solving abilities.
  • Experience with retention metrics such as Gross Retention Rate (GRR) and Net Revenue Retention (NRR).

Responsibilities

  • Own and optimize the customer journey end-to-end.
  • Develop and implement scalable programs to enhance the customer experience.
  • Drive measurable outcomes through customer data and feedback.
  • Improve customer delight and exceptional Customer Satisfaction Scores (CSAT).
  • Collaborate with Customer Success Management, Technical Services, and Training & Enablement teams.
  • Partner with Product Marketing, Growth Marketing, Business Operations, and other key functions.
  • Establish a new function within Customer Success.
  • Champion the customer experience internally and externally.
  • Focus on customer health and value realization.

Essential Job Functions

  • Customer Journey

Skills

Customer Success
Customer Journey
Data Analysis
Customer Feedback
Communication
Collaboration
Strategic Thinking
Problem-Solving
Retention Metrics
Customer Satisfaction (CSAT)
Cross-functional Collaboration
Customer Health
Value Realization

Chartbeat

Real-time analytics for digital publishers

About Chartbeat

Chartbeat provides real-time analytics specifically designed for digital publishers, including news organizations and magazines. Its platform allows clients to access data on how readers engage with their content, such as page views, scroll depth, and time spent on articles. This information helps publishers understand their audience better and make informed decisions to enhance reader engagement and loyalty. Unlike many competitors, Chartbeat focuses solely on the media and publishing sector, tailoring its services to meet the unique needs of content-driven websites. The company's goal is to empower publishers to optimize their content strategies and grow their audience through actionable insights.

New York City, New YorkHeadquarters
2009Year Founded
$38MTotal Funding
LATE_VCCompany Stage
Data & Analytics, Consumer SoftwareIndustries
51-200Employees

Benefits

Health Insurance
Dental Insurance
Vision Insurance
401(k) Retirement Plan
401(k) Company Match
Paid Parental Leave
Phone/Internet Stipend
Wellness Program
Flexible Work Hours
Unlimited Paid Time Off
Paid Holidays

Risks

Emerging analytics platforms offer similar insights at lower costs, threatening market share.
Cuadrilla Capital acquisition may disrupt client relationships and strategic focus.
Evolving privacy regulations could limit data collection, impacting Chartbeat's services.

Differentiation

Chartbeat offers real-time analytics tailored for digital publishers' unique needs.
The platform provides minute-by-minute insights on visitor engagement and site performance.
Chartbeat's subscription model allows scalable access to premium analytics features.

Upsides

AI-driven content personalization trends enhance Chartbeat's tailored insights offerings.
5G expansion boosts mobile content consumption, increasing data for Chartbeat's analytics.
First-party data reliance due to privacy regulations benefits Chartbeat's audience insights.

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