Director, Customer Experience

Culture Amp • Austin, TX

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 direct commercial accountability and a close co-leadership partnership with the Director, Sales to build a unified go-to-market engine.

The Director owns the pod’s renewal forecast, territory design, portfolio health, renewal strategy, and gross revenue retention (GRR). The role coaches and develops team members, sponsors high-stakes accounts, supports adoption and outcome delivery, and manages team performance. In partnership with the Sales Pod Leader, the Director shares ownership of the customer lifecycle, pod go-to-market planning, net revenue retention (NRR), AI adoption, quarterly business reviews, escalations, and 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 territory design for the pod’s book of business with the Sales Pod Leader and RevOps, defining CSM and Renewals Manager territories to support coverage, collaboration, and customer continuity.
• Monitor adoption trends, engagement signals, and risk indicators using Vitally, Salesforce, and Gong; identify renewal risks early and proactively mitigate them.
• Lead renewal process discipline and negotiation strategy, manage commercial timelines, hold the team accountable for securing outcomes ahead of renewal dates, and own GRR.
• Coach Customer Success Managers and Renewals Managers through regular one-on-ones, performance coaching, feedback, and career development.
• 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 portfolio, ensure account plans are followed, and promote proactive customer engagement and outcome delivery.
• Manage team performance through structured performance management; recognize strong performance, address gaps, and contribute to hiring and onboarding.
• Partner with the Sales Pod Leader to own the customer lifecycle, ensure seamless handoffs and coverage, and deliver a joined-up customer experience from acquisition through adoption, renewal, and expansion.
• Model trust, unified customer engagement, and shared accountability across Sales and CX around a common commercial goal.
• Co-create the pod’s go-to-market play roadmap and quarterly priorities with the Sales Pod Leader; document the approach and recommend plays to regional and functional leadership.
• Optimize pod decisions jointly for NRR and long-term customer value, including resource allocation and customer prioritization.
• Model AI tool use and drive adoption of AI-enabled habits to improve team efficiency and output quality.
• Co-present quarterly business reviews covering pod performance across Sales, CX, and customer health.
• Serve as the pod’s ultimate escalation point, resolving complex cross-functional or customer-facing issues and engaging partners such as Support, People Science, and RevOps when needed.
• Set a clear pod vision with the Sales Pod Leader and build a culture of ambition, accountability, performance, and collaboration.

Benefits

• Equity through the Employee Share Option Program.
• Learning programs and coaching.
• Quarterly refresh days, an extended end-of-year break, and a monthly allowance to support wellbeing and lifestyle.
• 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 (available in the US and UK).
• Competitive pay and a total rewards package.

What This Job Offers

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