Director, Customer Experience

Culture Amp • San Francisco, CA

9h • $200,000 - $240,000 • Hybrid

About The Position

The Director, Customer Experience (CX) Pod Leader drives customer value, retention, and expansion across a shared book of business within a cross-functional pod. The role leads Customer Success Managers and Renewals Managers, with accountability for team performance, renewal outcomes, and GRR. It partners as an equal with the Director, Sales to build a unified go-to-market engine and share commercial ownership tied to revenue.

The Director owns the pod’s renewal forecast, territory design, portfolio health, renewal strategy, adoption goals, and customer escalations. The role coaches and develops team members, manages performance, and serves as an executive sponsor for high-stakes accounts. In partnership with the Sales Pod Leader, it guides the customer lifecycle, develops the pod’s go-to-market plans, optimizes for net revenue retention and customer value, encourages AI tool adoption, presents quarterly business reviews, and builds a high-performance pod culture.

Requirements

• Demonstrated success as a Customer Success leader, with direct accountability for GRR, renewal outcomes, and team performance against retention and adoption goals.
• Experience owning and delivering a renewal forecast, including explaining movement, risk, and the actions driving results.
• Deep understanding of Customer Success methodology, LAER frameworks, and value-based customer engagement in a B2B SaaS environment.
• Proven ability to coach and develop Customer Success practitioners into high-performing strategic advisors.
• Commercial confidence in renewal negotiations, expansion conversations, executive-level customer engagement, and escalations.
• Experience working cross-functionally with Sales, People Science, Implementation, Support, and RevOps to drive customer outcomes.
• Demonstrated ability to work through ambiguity and lead a team through change, evolving models, or new ways of working.
• Strong coaching and people leadership capabilities, including building accountability and developing talent.
• Senior leadership presence and communication skills for high-stakes customer situations and internal stakeholder alignment.
• Data fluency and proficiency with Vitally, Salesforce, and Gong, or equivalent tools, to diagnose risk and drive team performance.
• Alignment with Culture Amp values and behaviors.

Responsibilities

• Own the pod’s renewal forecast, maintain forecast integrity, explain week-over-week movement, and provide leadership with a dependable forecast.
• Lead pod territory design with the Sales Pod Leader and RevOps, assigning accounts to CSM and Renewals Manager territories to optimize coverage, collaboration, and customer continuity.
• Monitor adoption trends, engagement signals, and risk indicators using Vitally, Salesforce, and Gong; identify risks early and proactively mitigate at-risk accounts.
• Lead renewal process discipline, set negotiation strategy, manage commercial timelines, hold the team accountable for timely outcomes, and own GRR.
• Coach and develop CSMs and Renewals Managers through regular one-to-ones, performance coaching, feedback, and career-development conversations.
• Serve as executive sponsor for high-stakes accounts and senior CX contact for complex escalations, expectation resets, and at-risk customer partnerships.
• Set adoption goals across the pod’s book, establish account plans, and promote proactive customer engagement and outcome delivery.
• Manage team performance, address performance gaps, recognize strong performance, and contribute to hiring and onboarding decisions.
• Partner with the Sales Pod Leader to manage the customer lifecycle, ensure seamless handoffs and coverage, and provide a joined-up customer experience from acquisition through adoption, renewal, and expansion.
• Model cross-functional trust, unified customer engagement, and shared accountability across Sales and CX.
• Co-create the pod’s go-to-market play roadmap and quarterly plan, document the approach, and recommend plays to regional and functional leadership.
• Optimize pod decisions for net revenue retention and long-term customer value.
• Model AI tool use and drive adoption of AI-enabled habits across the pod.
• Co-present quarterly business reviews covering pod performance across Sales, CX, and customer health.
• Own resolution of complex, cross-functional, or customer-facing pod issues, involving partners such as Support, People Science, and RevOps as needed.
• Build a high-performance pod culture and translate strategy into focused execution alongside the Sales Pod Leader.

Benefits

• Equity through the Employee Share Option Program.
• Learning programs and coaching.
• Quarterly refresh days, an extended end-of-year break, and a monthly wellbeing and lifestyle allowance.
• Inclusive parental leave from day one.
• A MacBook and budget to set up a home workspace.
• Five annual social impact days.
• Medical insurance coverage for the employee and family in the US and UK.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed