Director of Customer Experience

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Director of Customer Experience

NY, US

4 days ago Requisition ID: 1019

Director of Customer Experience

Simple Mining | Full-time | Remote (US) with travel required, NY area preferred | Reports to Head of Revenue

About Us

Simple Mining is a Bitcoin mining hosting and infrastructure company headquartered in Iowa. We operate ten facilities with more than 150 MW of capacity, and we are expanding into AI and high-performance computing infrastructure. We have been named to the Inc. 5000 list of America's fastest-growing private companies two years in a row.

How We Work

We are lean by design and we move quickly. Priorities shift as the business grows. People who need a fixed lane struggle here, and people who like an open field thrive. Nobody at Simple Mining waits to be told what to do: we hire for high autonomy and high accountability, and everyone pitches in beyond their job description when the work calls for it. Our values are not wall art. We use them:

Grit. We give the extra rep, especially when it's easier not to. The muscle we protect as we scale.

Neighborly. We treat customers, communities, and each other the way good neighbors do.

Transparency. We communicate early and often. Our numbers, our progress, and our mistakes, before anyone has to ask.

Overdeliver. We promise carefully, then deliver more than we promised, every time.

Velocity. We act with urgency and move in days, not quarters. Speed in the right direction is how we win.

The Role

We are hiring a Director of Customer Experience to own and level up our customer support and customer experience function. This is a strategic leadership seat with a hands‑on edge: you set the vision and run the team, and when a high‑stakes escalation hits or volume spikes, you get in the weeds alongside them.

Today, our support team of three representatives handles roughly 150 tickets per week across general support and accounting pipelines,and they handle it well. Volume has been stable for over six months and the team keeps pace.The opportunity now isn't more hands, it's more strategy.Our Head of Revenue leads the team directly, and that worked at our last stage. It does not work at our next one. We're hiring someone to own the customer experience as a strategy: the journey, the metrics, the communications, how customers adopt and use the platform, and the cross‑functional standard for what being a Simple Mining customer feels like.We want someone who looks at the business through the customer's eyes and redesigns it from there, the way the best product companies do: start with what the customer needs, then build the system backward.

You will own the entire post‑sale customer experience: the team, the metrics, the tooling, the customer communications, and the strategy. We already run a real support operation: strict SLAs, quarterly NPS, CSAT surveys, an AI ticket deflection agent, and a HubSpot Service Hub instance we take seriously. Your mandate is to take an established function and make it exceptional: push SLA attainment higher, grow survey response volume, close the loop with detractors, build out the proactive customer success motion (onboarding, check‑ins, QBR‑style calls) that turns good support into retention, and grow enrollment in the ancillary programs that deepen every customer relationship.

You will also be the person hunting for leverage. We take automation seriously, and our AI ticket deflection agent is already working the queue. Your job is to keep pushing routine volume out of it, so the team's time, and yours, goes to the work that compounds: retention, relationships, and the customer experience itself.

What You Will Do

Lead from the front

Own high‑stakes client escalations end to end, including the deepest technical issues: wallet configuration, cold storage setup, pool switching, firmware issues, and payout questions

Own difficult customer conversations. Our customers are direct, technical, and financially invested. When they are frustrated, you are the person who gets on the phone

Run customer‑facing success calls, including recurring calls for our largest hosting clients, with prebuilt decks and agendas

Step into the ticket queue when volume spikes or complexity calls for it

Own customer communication for operational events: curtailments, planned maintenance, site incidents, and repair‑center status, so customers hear about downtime from us first, with clear timelines

Own sensitive account changes, including Bitcoin payout wallet updates, with a verification process that protects customers from fraud and social‑engineering attempts

Manage and develop the team

Lead a three‑person support team, managing and developing three support representatives

Run 1:1s, performance reviews, and coaching that measurably improves ticket quality and speed

Own routing and assignment so nothing sits untouched

Build and run the training program for the CS team: onboarding for new reps, product and Bitcoin fundamentals, platform updates, and written playbooks for every recurring ticket type

Set individual scorecards (response time, resolution time, QA score, CSAT) and hold the team accountable to them

Own the customer experience across the company

Own the end‑to‑end customer journey: what a customer's day‑to‑day with Simple Mining looks and feels like, from signed contract through onboarding, steady state, and renewal

Rebuild our new‑customer onboarding from contract signature to first hashrate: the welcome sequence, account and wallet setup, the first check‑in call, and a clear definition of a fully onboarded customer

Drive adoption of new Simple Mining dashboard features with emails, in‑app prompts, walkthrough videos, and training calls, and measure usage after every release

Own all customer lifecycle communications and their performance: onboarding sequences, product usage and adoption emails, service notifications, and maintenance communications, including open rates, activation, and time‑to‑first‑hashrate

Partner with marketing on brand voice, campaigns, and acquisition messaging; you own what we say to existing customers, marketing owns how we reach new ones

Partner with sales on the handoff points that create tickets in the first place, and with finance on billing and accounting‑pipeline friction

Partner with product and engineering on how customers actually use the platform, surfacing friction points, feature requests, and usage patterns from the queue as a structured feedback loop

Align sales, marketing, and product on a shared definition of the customer experience, and hold the company to it

Level up the CX function

Own our SLA framework end to end and drive first‑response and resolution attainment above 90%

Own our NPS and CSAT programs: the scores, the response rates, and the follow‑up loop with every detractor

Build and maintain our knowledge base so customers and our AI support agent can self‑serve

Own the configuration and continuous improvement of our AI ticket deflection agent, and drive the automation roadmap that moves routine volume out of the queue

Find and build efficiencies between our fleet management tools (Foreman), the Simple Mining dashboard, and HubSpot, so customer, machine, and ticket data live in one place and the team stops re‑keying information

Read the trend lines, not just the snapshot: build dashboards that show whether the team is improving, holding, or slipping week over week, and act on what they show

Drive retention and program revenue

Own retention and churn on the customer experience side. Build early‑warning signals for at‑risk accounts

Manage a book of business for our highest‑spend hosting clients: fleet reviews, pricing conversations, machine upgrade recommendations, and expansion plans, with targets for gross and net revenue retention

Build customer health scores and segment accounts by value, so our largest clients get high‑touch service and smaller accounts are served well through automation and self‑serve

Own enrollment and attach rates for our ancillary programs, including machine protection and premium protection plans: the enrollment targets, the campaigns that drive them, and the renewal motion that keeps customers covered

Own the customer‑facing side of program changes, including pricing and coverage updates, so customers hear about them the right way, at the right time, from the right person

Build and ship the campaigns behind these programs yourself: segmented HubSpot emails, landing pages, newsletters, and simple creative for upgrade offers, protection plans, and referrals

Own the customer side of accounts receivable: overdue invoice follow‑up, payment reminders, and a dunning process that recovers revenue without damaging the relationship, in partnership with finance

Live in HubSpot Service Hub: pipelines, reporting, automation, and the customer success workspace

Report weekly on volume, SLA performance, CSAT, program enrollment, and churn risk to revenue leadership

What You Bring

You have led a customer support, customer success, or customer experience team, and you can show the metrics that improved under your management

Real Bitcoin knowledge required. You can explain the difference between a hot wallet and cold storage, set up a hardware wallet, and talk pools, payouts, and hashrate with a mining customer without a script

Hands‑on experience with Foreman, Luxor, or a comparable mining fleet management platform, or clear proof that you learned a complex operations tool quickly and found efficiencies in it

A security mindset around customer funds and data. You know how social‑engineering attacks target support teams, and you build verification into anything that touches payouts

A data‑first operating style. You manage to numbers, you build the dashboards yourself, and you can defend your metrics

Deep proficiency with a modern helpdesk and CRM stack (ticket pipelines, SLAs, surveys, reporting, workflows). HubSpot Service Hub strongly preferred, but a sharp operator from Zendesk, Intercom, or similar will pick it up fast

You have designed a ticketing system, not just worked inside one: categories, triage rules, priority levels, and turnaround targets you built in HubSpot, Zendesk, Jira Service Management, or similar

Experience building or significantly upgrading a support function: SLAs, QA, knowledge base, or CSAT programs you stood up yourself

Comfort driving expansion revenue from the CX seat: you've owned attach rates, renewals, or upsell programs and can show the numbers

A track record growing an existing book of business as an account manager or customer success manager. You can show renewal, expansion, and net revenue retention numbers for accounts you owned. This is account growth, not new‑logo sales

High empathy and genuine warmth on customer calls. Our customers get heated when machines are down and money is on the line. You de‑escalate naturally and they hang up feeling taken care of

Willingness to be genuinely hands‑on when it counts: the hardest escalations are yours, and when things get crazy, you're in the queue with the team

A builder who works across functions. You can write and design a customer email campaign, build a HubSpot workflow, draft a knowledge base article, make simple creative in Canva or similar, and put together a clean customer deck without waiting on another team

Daily fluency with AI tools for writing, analysis, and automation, and the judgment to know where they help and where a human needs to own the answer

Nice to Have

Direct experience in Bitcoin mining, mining hosting, or crypto infrastructure

Experience with AI support agents or ticket deflection programs

Experience supporting B2B customers with high contract values

HubSpot certifications (Service Hub, Marketing Hub, or Operations Hub)

Experience running collections or accounts‑receivable follow‑up alongside a finance team

Comfort with spreadsheet modeling or basic SQL for account and ticket analysis

First 90-120 Days

Take ownership of the CX function from the Head of Revenue: the team, the metrics, the tooling, and the customer relationships. Establish yourself as the escalation point for high‑stakes client issues

Assess team structure, workflows, and coverage, and own the staffing‑versus‑automation call going forward

Audit ticket routing and SLA coverage so every ticket has an owner and a clock, then drive first‑response and resolution attainment above 90%

Audit our NPS and CSAT programs, grow survey response volume, and get ratings visible at the ticket and rep level

Assess our AI deflection agent and automation roadmap, and deliver your recommendation on the path to moving routine volume out of the queue, including whether additional headcount is ever needed

Baseline enrollment and attach rates for our ancillary programs and identify the biggest levers to grow them

Build working relationships with sales, marketing, and product leads, and map the handoff points and friction that create tickets in the first place

Map the current onboarding journey end to end, from signed contract to first hashrate, and ship a redesigned version

Take over the recurring calls with our highest‑spend hosting clients and set gross and net revenue retention baselines for the book

Deliver a 6‑month CX roadmap covering automation, survey programs, knowledge base, lifecycle communications, program enrollment, and the customer call program

How We'll Measure Success

Ticket health: first‑response and resolution SLA attainment above 90%, backlog age, reopen rate, and first‑contact resolution, reviewed weekly by ticket category and by rep

Customer sentiment: CSAT at or above 90%, rising NPS and survey response rates, and a closed loop with every detractor

Retention and growth: gross and net revenue retention across the hosting book, expansion revenue from existing accounts, and program attach rates

Onboarding and adoption: time‑to‑first‑hashrate for new customers, and usage of new Simple Mining dashboard features after each release

Cash and efficiency: overdue invoice balances and days outstanding, plus the share of routine tickets resolved through automation and self‑serve

Full‑time employees are eligible for our benefits package, including:

• Medical insurance through UnitedHealthcare, with multiple plan options including an HSA-eligible high‑deductible plan
• Dental insurance through Delta Dental (PPO) and vision insurance through VSP
• 401(k) with an automatic 3% company contribution, yours whether you contribute or not, with traditional and Roth options
• Bitcoin bonus: 1% of your annual gross earnings paid in Bitcoin each year
• Company‑paid basic life and AD&D insurance, long‑term disability, and an Employee Assistance Program
• HSA, FSA, and dependent care FSA options
• Paid time off for vacation, personal time, and appointments

Why This Role

Simple Mining is at the stage where support stops being a cost center and becomes a growth engine, and this is the seat that makes that happen. Today the function reports directly into revenue leadership; you take it over with full ownership of the team, the metrics, and the customer relationship, and the authority to run it your way. As we scale hosting and expand into AI infrastructure, the post‑sale organization grows underneath you: more customers, more team, more scope. The person who proves out retention as a revenue lever here is positioned to lead that entire organization as it gets built. You inherit a real team, real volume, and real infrastructure. If you have been the strong number two in a support org waiting for your seat, or the CX leader boxed into a support‑only lane, this is the role where you own everything and grow with it.