Director of Account Management & Customer Experience - East
•Mark43· 14h
🎧 Support⏰ Full-time👔 Executive🇺🇸 San Francisco, USA
14h ago
Splice·about 1 month ago
WHO WE ARE:
Splice is a creative platform for people who make music. Serious producers choose Splice Sounds to bring their ideas to life. A subscription to Splice inspires and accelerates creative success for digital music creators with an industry-leading catalog of sounds and samples and an expanding AI stack. With a rent-to-own marketplace of DAWs and plugins, the Splice experience seamlessly integrates into any music production workflow, regardless of DAW (Digital Audio Workstation). Via Splice, an unparalleled team of sound designers and sample creators are fueling the success of a growing global community of chart-topping producers, students, and DIY creators.
HOW WE WORK:
At Splice, DISCO is a rallying cry for collaboration, accountability, and unity within our organization; Direct, Inclusive, Splice Together, Creator Centric, and Optimistic. Our shared success depends on our ability to support one another, work well together, and communicate directly. By embracing flexibility and a unified approach, we can navigate anything that’s thrown at us.
Splice embraces a culture of remote work. You’ll see your colleagues showing up from across the US and the UK. In order to keep us working well as a team, we have regular communication, including Town Halls, departmental all-hands and get-togethers.
When you join Splice, you join a network of colleagues, peers, and collaborators. Are you ready?
JOB TITLE: Director, Customer Experience
LOCATION: REMOTE
THE ROLE:
The Director of Customer Experience is a critical leadership role responsible for shaping and elevating how customers interact with and feel about Splice. Reporting directly to the SVP of Product, this leader will define and drive our CX vision, ensuring every support interaction, customer journey, and service touchpoint reflects our commitment to creators.
You will oversee customer support strategy, CX operations, and insights programs, building scalable systems and best-in-class experiences for our global user base. With a blend of strategic thinking, operational rigor, and deep empathy for creators, you will champion the customer voice, influence product decisions, and ensure that users feel understood, supported, and successful at every step.
The ideal candidate has a proven record of designing high-performing support organizations, implementing voice-of-customer frameworks, and driving measurable improvements in customer satisfaction, retention, and loyalty. They bring strong analytical capabilities, a proactive mindset, and a passion for delivering exceptional experiences.
WHAT YOU’LL DO:
JOB REQUIREMENTS:
NICE TO HAVES:
The national pay range for this role is $144,000 - $180,000. Individual compensation will be commensurate with the candidate's experience.
Splice is an Equal Opportunity Employer
Splice provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.