Are you ready to redefine client experience?

Firespring, Nebraska's pioneering Certified B Corporation®, is seeking an exceptional individual to lead our client experience initiatives. Renowned for delivering top-notch marketing, printing, and strategic solutions to a diverse global clientele, our mission is to accelerate client prosperity and foster meaningful connections.

If you’re a strategic leader with a passion for enhancing client success and driving exceptional service, this role is your perfect match.

Job Description

Are you driven by the opportunity to drive change, set vision and have your earnings be directly tied to performance? Do you have a selling style and know how to push individuals to achieve while keeping people inspired at work? Are freedom, independence and influence key factors to your best work life? Are you driven when there are goals to attain vs tasks to be completed?

Hello visionary leader! Firespring is in search of a dynamic Chief Client Experience Officer to oversee and elevate our client interactions and customer success across multiple touchpoints. In this role, you’ll be at the forefront of ensuring an outstanding client experience by managing  teams of account managers, project coordinators, web-based product support representatives, and retention marketing specialists focused on our commercial printing, marketing services, and web-based product business efforts. Reporting directly to the COO, you’ll develop and execute strategies that enhance client satisfaction, drive loyalty, and elevate customer success throughout the entire lifecycle.

Tasks & Responsibilities

• Lead and inspire teams of account managers, project coordinators, web-based product support representatives, and retention marketing specialists, cultivating a culture of excellence and client-centric service and success.
• Develop and implement strategies that enhance the customer experience at every stage, from initial contact through project completion and ongoing client engagement.
• Oversee the entire post-sale client lifecycle, ensuring a seamless transition between different phases of engagement and consistently delivering exceptional service.
• Work closely with senior leadership, sales and marketing, and fulfillment teams to align client experience, retention, and loyalty initiatives with broader company goals, driving overall business success.
• Spearhead initiatives that drive client engagement and retention, including account growth strategies, personalized communications, education on expanding service offerings, client engagement activities, and tailored support services.
• Develop and oversee key performance indicators (KPIs) to measure the effectiveness of client experience initiatives and report on outcomes.

Qualifications

• Extensive experience (10+ years) in client experience, account management, or related roles, with a proven track record of leading teams and enhancing client success.
• Strong understanding of client lifecycle management implementing client experience strategies to improve engagement, retention, and customer success that drive positive outcomes and align with overall business goals.
• Strong understanding of sales and marketing strategies, with the ability to integrate these insights into client experience initiatives.
• Exceptional leadership, communication, and interpersonal skills with the ability to motivate team members and collaborate effectively across departments.
• Proficiency in CRM systems, marketing platforms, project management tools, and data analysis to support strategic decision-making.
• A strategic thinker with a passion for problem-solving and a deep understanding of client needs, market trends, and business dynamics.
• Ability to thrive in a dynamic environment while maintaining a client-focused approach.
• Background in commercial printing, marketing, and web-based product client services is a plus.

Compensation & Benefits

• Salary—Our people are our greatest asset. We reward standout candidates with competitive pay that reflects your skills and experience.
• Vacation—We offer unlimited, paid vacation because we believe in work-life balance and want you to enjoy time off as needed.
• 401(k)—Save for the future with our comprehensive 401(k) plan and access to professional financial advisors.
• Fun—We believe work should be enjoyable. Our vibrant culture includes team activities, events, and a lively atmosphere that makes every day at Firespring a blast.
• Positive Community Impact—Get involved in the community with one paid day off each month to volunteer in causes you care about.
• Miscellaneous Benefits—Enjoy perks like unlimited soft drinks, tea, and beer. Flexible scheduling options are available to help you balance your personal and professional life.

Ready to lead our client experience revolution with a strategic flair? Apply now and let’s elevate our client interactions together.

While we genuinely appreciate your interest in joining Firespring, we’ll only be able to respond to the most qualified candidates.

Firespring is an EEO/AA employer.