Head of Customer Experience

About TRUCE

TRUCE is a category leader in mobile device software with a strong startup spirit. Major enterprises have trusted our mobile technology for over a decade to keep their workforces safe and productive by limiting their mobile distractions. Recently, we’ve expanded into exciting new areas, including fleet camera-telematics and applications designed for students and their families.

Our new camera-telematics solution is built on a phone-centric platform and includes advanced, AI-powered dual dash-cams, telematics, and vehicle diagnostics features. Our new solution for families allows parents to nurture healthy phone habits and supports schools’ efforts to introduce pragmatic phone use policies for students.

As a company, we’re a diverse, entrepreneurial team driven by a shared mission: enabling the healthy and productive use of mobile technology. At TRUCE, we work hard, support each other, celebrate our wins, and are passionate about making an impact together.

If you’re looking to bring your growth leadership expertise to a dynamic, fast-growing company where you can make your mark, TRUCE could be the place for you.

What You’ll Do

As the Head of Customer Experience, you’ll manage the customer experience life-cycle – developing the strategic framework for the full customer experience and overseeing the customer-facing activities day-to-day. Initially, you will play a player-coach role, where you will directly own key customer relationships in addition to your team leadership. You will be reporting directly to the CEO. This is an exciting opportunity to step into a high-visibility executive role as we expand into new product areas and markets. Since we are in startup mode with our new offerings, you’ll need to be simultaneously hands-on and strategic in your approach.

In this role, you’ll:

• Own and enhance TRUCE’s end-to-end customer experience lifecycle
• Implement strategies to retain and expand customer relationships and maximize product potential
• Directly manage key customer relationships
• Oversee, help upskill and support TRUCE’s customer success team
• Define and implement tools (e.g., AI, CS workflow) and metrics to improve, measure, and scale customer experience
• Collaborate across R&D, product, sales, support, implementation, and other TRUCE teams as needed
• Roll up your sleeves and wear many hats

Requirements

Ideal Work Experience

• Required: 6–10 years (with 3+ years in leadership) experience in customer-facing roles (e.g., customer experience, customer success, account management) at SaaS or technology-driven service companies with responsibility for retention and upsell/expansion
• Required: Experience with camera-telematics solutions
• A plus: Experience working in a start-up or growth-company environment
• A plus: Experience with K-12 school solutions

What We’re Looking For

• Entrepreneurial and scrappy mindset: You’re excited about taking a leadership role in a fast-paced company and finding innovative ways to get the most growth out of a startup budget
• Strategic and creative: You’re not just a doer but a thinker, someone who can develop creative solutions and bring fresh ideas to the table
• Collaborative spirit: You thrive in a team environment and enjoy collaborating across functions to achieve common goals
• Growth-driven: You’re motivated by the opportunity to grow with the company and make a meaningful impact

Location

This is a remote position within the United States. Occasional travel for company and industry events and meetings with partners and customers is required, giving you the chance to meet with our team and connect with others in the industry.

Compensation

This role offers a competitive salary and equity package, giving you the opportunity to share in TRUCE’s growth and success.

Tagged as: Customer Experience, Customer Relationships