Director of Customer Experience

Director Of Customer Experience

Hansen Gress is a fast-growing, Alaska-based Managed Services Provider with deep roots in Juneau and active expansion into Anchorage. We're 26 people today, scaling quickly, and investing in the leadership capacity needed to grow sustainably and serve our clients with consistency and excellence.

We are not a corporate machine, and we don't want to be. We run lean, trust our team, and believe in leadership that works with the team, not above it. We are relationship-first, execution-focused, and allergic to bureaucracy.

What We're Looking For

As we continue to grow, we are 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.

What You'll Do

Strategic Leadership & Planning

• Work with Executive Leadership to develop your three departments from the ground up: set vision, build process, and hire key personnel for sales, onboarding, and account management.
• 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.

Client Lifecycle Ownership

• 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.

Sales & Account Management Leadership

• 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.

Onboarding Experience & Transition Management

• 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.

Cross-Functional Collaboration

• 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.

Client Success, Escalation & Risk Management

• 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.

Who You Are

• You've led customer experience, account management, or client success functions for 5+ years within an MSP or IT service-based environment.
• You understand the full client lifecycle, including sales, onboarding, and long-term relationship management.
• You have a track record of improving client satisfaction, retention, and growth.
• You're an exceptional communicator who builds trust quickly and aligns expectations clearly.
• You bring structure to client experience—creating repeatable processes, communication rhythms, and standards that scale.
• You're hands-on when needed and step in to support both clients and team members directly. You are willing to do the work of any direct reports who have not been hired yet.
• You coach and develop client-facing team members into confident, capable relationship owners.
• Living in Alaska is either a passion of yours or a dream you want to fulfill. We are looking for someone who is "all in" on Alaska and also fits the position and our company.

What You'll Need

• 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. Driver policies apply.

• Must be based in Juneau.
• This role requires regular face-to-face collaboration in Juneau, Anchorage, and other Alaska communities.
• Remote work flexibility within Alaska
• This is NOT a fully remote position

What's In It For You

• 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.

Why You'll Want to Work with Us

Employee satisfaction and growth are important to us! We are committed 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. Hansen Gress is committed to equal treatment and opportunities for all employees and job applicants. We are dedicated to building an inclusive and diverse company and have no tolerance for discrimination or harassment. We strive to provide meaningful opportunities for all, particularly those who have been traditionally marginalized in tech fields.