Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.
At BambooHR, we set people free to do meaningful work. We’re passionate about empowering HR professionals to be more strategic and impactful, and our software is designed to help organizations manage their most important asset—their people. We’re proud of the culture we’re building and the customers we serve, and we’re looking for a dynamic leader to help expand a modern services portfolio that accelerates customer outcomes.
BambooHR is seeking a proven, people-first executive to lead our post‑sale, customer-facing organization across Support, Implementation, and Customer Success. This leader will set the end‑to‑end CX strategy, build systems that scale, and deliver durable outcomes across retention, expansion, time‑to‑value, customer satisfaction, and cost‑to‑serve—while developing leaders and talent in the Bamboo way. You’ll be the executive voice of the customer, aligning CX with Product, Engineering, Sales, Marketing, Finance, and Operations to accelerate growth and elevate the experience our customers can count on.
You will:
Strategy & Outcomes:
- Own the post‑sale CX strategy and operating model across Support, Implementation, and Customer Success; define a multi‑year roadmap that scales with growth and international expansion.
- Set clear, company‑level outcomes for MRR retention rate, churn, onboarding time‑to‑value, CSAT/NPS, product adoption, deflection, SLA/response and resolution times, and cost‑to‑serve—then deliver against them.
- Establish a unified customer journey and playbooks from onboarding through renewal/expansion; ensure crisp handoffs and closed‑loop feedback across the lifecycle.
People & Culture:
- Lead and grow a team of leaders (directors and their orgs), building a high‑trust, high‑accountability culture that reflects BambooHR values and voice.
- Attract, develop, and retain top talent; build succession plans; raise the bar on leadership excellence and coaching.
Customer Advocacy & Cross‑Functional Influence:
- Be the executive point for voice‑of‑customer, incident response, and high‑risk escalations; translate insight into product, policy, and process decisions.
- Partner with Product/Eng to prioritize roadmap items that reduce friction and improve adoption; with Sales/Marketing on promise‑to‑value alignment; with Finance on forecasting, unit economics, and investment cases.
Operations & Scale:
- Design scalable processes, capacity models, workforce management, and knowledge/education motions; standardize and continuously improve SOPs.
- Drive AI‑enabled efficiency and quality across CX tooling (e.g., Salesforce Service Cloud, Gainsight, Wrike, Google Workspace, WFM/telephony, LMS/knowledge platforms), adopting safe, compliant best practices.
- Implement robust quality, training, and enablement programs to raise consistency and self‑service.
How Success Will Be Measured:
- Customer Experience: Improve overall satisfaction and consistency across channels; reduce customer effort and escalations; maintain a best-in-class live support experience.
- Onboarding & Time-to-Value: Increase on-time activations, shorten implementation cycles, and reduce postponements/cancellations; strengthen early-life (30/60/90-day) indicators.
- Retention & Growth: Improve customer retention and expansion by driving adoption and value realization, accurate renewal forecasting, and disciplined risk mitigation.
- Efficiency & Scale: Lower cost-to-serve and raise productivity per FTE; increase digital resolution/self-service and first-contact resolution; use safe AI and process/automation to handle rising client complexity while reducing costs where appropriate.
- Risk, Quality & Governance: Improve quality outcomes and incident response; mature VOC/QBR cadences with closed-loop actions; uphold privacy, security, and compliance.
- Leadership & Culture: Build succession depth and leadership bench; strengthen manager effectiveness; maintain or improve engagement while raising the performance bar.
What You Need to Get the Job Done:
- Proven success leading scaled, post‑sale, customer‑facing organizations across Support, Implementation/Services, and Customer Success in B2B SaaS.
- Leader‑of‑leaders who builds high‑performing, inclusive teams; experienced in coaching directors and establishing strong operating cadences.
- Track record improving CSAT, retention, adoption, time‑to‑value, and cost‑to‑serve through process design and data‑driven execution.
- Executive‑level influence; translates voice‑of‑customer and analytics into product, policy, and investment decisions.
- Working knowledge of modern CX stacks (e.g., Salesforce Service Cloud, Gainsight, WFM/telephony, knowledge/LMS) and safe AI practices.
- First‑level executive scope and maturity; HCM/Payroll domain experience is a plus.
What Will Make Us Love You:
- You simplify complex environments and design mechanisms that scale without sacrificing quality.
- You’re a culture builder and storyteller who rallies teams around clear outcomes and holds a high bar for leadership excellence.
- You instinctively connect customer insight to product and go‑to‑market decisions, and you bring the business along with crisp narratives and data.
- You’ve led meaningful operational transformations (systems, org, process) and know how to manage change with empathy and pace.
What You’ll Love About Us
- A people‑first culture focused on setting people free to do great work.
- Hybrid flexibility (3 days/week in‑office), generous benefits, and a supportive leadership team.
- The chance to build a generational CX engine and customer‑centric culture at scale.
- A Great Company Culture that has been recognized by multiple organizations like Inc, and Salt Lake Tribune
- Comprehensive health, life, and disability insurance
- Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
- 401k plans with up to 6% company match
- $2000 Paid-Paid Vacation bonus
- EAP through Headspace
- Check out all our benefits that benefit you
About Us
At BambooHR, we're building something different: we're building a people intelligence platform that transforms HR and sets people free to do great work! We're a proven market leader driving innovation while building lasting success through thoughtful, sustainable growth. Here, you'll find a place that champions growth: both professional and personal, both individual and collective.
We invest in potential, giving you the space to stretch your capabilities and turn good ideas into reality while providing the safety net of a supportive, values-driven culture. Our approach combines meaningful work with meaningful lives, offering competitive benefits, professional development, and the flexibility to thrive both in and outside the office.
What sets us apart isn't just what we do, but how we do it: with openness, integrity, and a shared commitment to doing the right thing. Join us in creating HR software that makes work better for everyone, while we make work better for you.
BambooHR is committed to the full inclusion of all qualified individuals and will ensure that persons with disabilities are provided reasonable accommodations throughout the hiring process. If you would like to request accommodations, please let your recruiter know.
BambooHR is An Equal Opportunity Employer--M/F/D/V
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