Director Customer Experience
About The Position
We’re looking for a Director of Customer Experience to lead and scale our post sales organization across Customer Success, Support, and Onboarding. This role is responsible for the full customer lifecycle from initial implementation through long term value realization, retention, and expansion. You’ll oversee multiple functions, develop high performing leaders and teams, and build the systems, processes, and strategy needed to deliver a seamless, high quality customer experience at scale. This role is ideal for someone who can operate both strategically and tactically setting vision while staying close to execution.
Requirements
- A proven leader with experience managing teams and scaling Customer Success, Support, and or Onboarding teams.
- Deep expertise in SaaS customer lifecycle management, including renewals, expansions, and customer health.
- Strong operator with a track record of building processes, systems, and teams in high growth environments.
- Highly data driven, with experience in forecasting, pipeline management, and CRM hygiene with HubSpot preferred.
- Passionate about coaching and developing leaders, not just individual contributors.
- Comfortable navigating ambiguity and evolving processes in a fast paced environment.
- Experienced supporting both high touch and scaled one to many customer models.
Responsibilities
- Team Leadership and Org Development
- Lead and develop managers and individual contributors across Customer Success, Support, and Onboarding. Build a high performing, customer centric culture with clear expectations, coaching, and accountability.
- Customer Lifecycle Ownership
- Own the end to end customer journey from onboarding through renewal and expansion, ensuring a seamless and high quality experience. Identify and remove friction across the lifecycle.
- Retention, Growth and Forecasting
- Drive renewal and expansion strategy to maximize net revenue retention and minimize churn. Maintain accurate forecasting and revenue predictability.
- Support and Onboarding Excellence
- Ensure onboarding drives fast time to value and strong adoption. Oversee Support to maintain high responsiveness and customer satisfaction while scaling one to many approaches.
- Process and Operational Scaling
- Build and refine processes to support growth, ensuring strong CRM discipline, data hygiene, and clear performance metrics across teams.
- Cross Functional Leadership
- Partner with Sales, Product, and Marketing to align on customer needs and advocate for the customer in product and go to market decisions.
Benefits
- $150K – $170K Base salary
- Flexible, fully remote environment
- Competitive employer-sponsored health insurances
- 401(k) + company matching
- Professional development reimbursements
- Quarterly remote work stipend
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
11-50 employees
