Director of Customer Experience

Kipu Systems• US,

About The Position

The Director, Customer Experience Operations is a newly created, high-impact role that serves as the operational backbone of Kipu Health’s Customer Experience (CX) organization. Reporting directly to the Chief Customer Officer, this individual is a horizontal partner across all five CX functions: Customer Success, Customer Support, Professional Services, Customer Enablement, and Labs responsible for building the infrastructure, processes, and operational discipline that allow each function to deliver consistently, scale efficiently, and serve customers with excellence. This is a build role with an operational mandate. The ideal candidate is a hands-on operator who thrives in greenfield environments, brings deep experience designing and running CX processes in B2B SaaS, and has the change management instincts to drive adoption across a complex, multi-function organization. While strategic planning is a component of this role, the primary focus for the first 18 months is operational: standing up systems, standardizing processes, and creating the foundational infrastructure the CX org needs to perform at scale. Given Kipu’s position as a behavioral health SaaS company serving addiction treatment centers and behavioral health organizations, this leader must bring a high degree of sensitivity to the trust-based, compliance-conscious nature of our customer relationships.

Requirements

8–10+ years of progressive experience in Customer Success Operations, CX Operations, or Business Operations in a B2B SaaS environment with a track record of hands-on execution
Demonstrated experience designing, documenting, and implementing CS/CX processes from the ground up including lifecycle workflows, escalation frameworks, RACI models, and standard operating procedures.
Proven experience leading a CS or CX platform implementation (CSP, CRM, or support platform) including requirements definition, configuration, cross-functional change management, and adoption measurement.
Strong process methodology foundation able to map, diagnose, and redesign workflows with rigor and consistency across multiple functions simultaneously.
Proven track record of driving cross-functional process adoption and change management without direct authority over the teams involved.
Strong data and analytics capability: able to build operational dashboards, interpret performance metrics, and translate findings into clear recommendations for functional leaders and executives.
Exceptional communication skills equally effective working through process details with a front-line team as presenting operational performance to a CCO or ELT.
Comfort operating in ambiguity and building structure where little exists this role requires creating infrastructure, not managing it.

Nice To Haves

Hands-on experience with CS platforms (e.g., Gainsight, Totango, ChurnZero, or comparable CSP), support platforms (e.g., Zendesk), and CRM systems (e.g., Salesforce); able to work directly in these tools, not just manage vendors who do.
Experience in behavioral health, healthcare SaaS, or other regulated, trust-sensitive verticals.
Familiarity with Professional Services platform tools (e.g., Certinia, FinancialForce, or comparable PSA).
Process methodology certification or applied experience (Lean, Six Sigma, or equivalent).
Experience supporting a Chief Customer Officer or senior CX leader in a strategic operations capacity.

Responsibilities

Lead the implementation of Kipu’s Customer Success Platform (CSP), a primary focus and critical deliverable in the first six months. This includes defining business requirements, managing the implementation process, establishing workflows and configuration standards, and driving adoption across the CS organization.
Partner with IT, Revenue Operations, and CX functional leaders to evaluate, implement, and optimize platforms that support scalable customer operations.
Define and enforce business process standards for how CX teams interact with and across systems ensuring consistent data inputs, workflow adherence, and cross-tool handoffs that support reliable operations.
Establish a vendor management cadence for key CX technology partners, including QBRs and SLA oversight.
Partner with functional leaders to design, document, and maintain scalable operating procedures across CX functions spanning onboarding, adoption, renewal, escalation, and offboarding workflows.
Identify process gaps and inefficiencies through structured analysis and lead cross-functional improvement initiatives tied to strategic priorities.
Build a culture of continuous improvement across the CX org by facilitating working sessions, establishing feedback loops, and institutionalizing best practices.
Drive change management for new processes and tooling, ensuring VP-level buy-in and front-line adoption.
Support the CCO in managing the CX departmental planning calendar, including quarterly business reviews, leadership offsite coordination, and department-wide communications.
Own the CX OKR and KPI framework establishing definitions, measurement standards, and reporting cadences that give each functional leader clear visibility into their operational performance.
Build and maintain operational dashboards and reporting that surface customer health signals, process performance, and cross-functional trends for the CCO and VP leadership team.
Identify operational gaps and interdependencies across the customer lifecycle translating patterns from Salesforce, Zendesk, CSP and product usage into process improvements and leadership recommendations.
Serve as the connective tissue between CX functions, facilitating alignment on shared workflows, escalation paths, and customer lifecycle handoffs.
Partner with Sales, Product, and Finance on customer data, revenue operations, and cross-functional initiatives that impact the customer experience.
Hire, onboard, and develop one CX Analyst direct report, building a high-output partnership focused on data, reporting, and operational execution.
Model a culture of clarity, continuous improvement, and customer-centricity consistent with Kipu’s CX leadership values.