Head of Client Experience

Bloom Growth™

1d•Remote

About The Position

We’re hiring the executive who will turn Bloom Growth’s™ post-sale experience into a real growth engine. As Head of Customer Experience at Bloom Growth™, you’ll lead our entire post-sale organization and own the outcomes our customers buy from us. You’ll be accountable for the full customer lifecycle — onboarding, activation, success, retention, and our coach ecosystem as a growth channel — leading senior leaders across CX Operations, Customer Outcomes, Retention & Insights, and the Coach Ecosystem. You own the activation, GRR, NRR, time-to-value outcomes that directly drive the company’s growth trajectory. You’ll own the structure, staffing, and operating decisions across CX. You report directly to our Integrator and sit on the senior leadership team. This is a build-and-operate role. The CX organization is in place and our Customer Activation model is defined. We need a leader who can take what we’ve built and refine to sharpening execution, raising the bar across the team, and translating strategy into measurable customer and business outcomes, fast.

Requirements

10+ years of leadership experience in customer-facing roles within B2B SaaS
3+ years owning a full post-sale organization (Customer Success, Support, Operations)
Demonstrated track record improving retention, expansion, and time to value
Experience leading multi-functional teams through senior leaders (a leader of leaders)
Proven ability to drive execution and results within an existing operating model
Strong decision-making skills and bias toward action
Strong written and verbal communication skills in English
Ability to work effectively in a fully remote environment

Nice To Haves

Experience in a scaling or high-growth SaaS environment
Familiarity with EOS (Entrepreneurial Operating System) or a similar framework
Hands-on experience with customer success and analytics tools (Salesforce, HubSpot, Zendesk, Gainsight, etc.)
Experience with partner or ecosystem-based growth models

Responsibilities

Own and deliver our key customer outcomes — time to first value, activation, gross retention, net revenue retention, and operating efficiency
Lead and operate the CX organization across CX Operations, Customer Outcomes, Retention & Insights, and the Coach Ecosystem
Lead, manage, and help all your direct reports win
Make sure ownership is clear across the customer lifecycle, with crisp handoffs between functions
Hunt down the real drivers of churn and expansion and act on them
Make our Customer Activation model produce — consistently, across every segment and cohort
Raise the bar on execution and decision-making across CX
Keep reactive support and proactive customer success cleanly separated and consistently effective
Make and implement the structural, staffing, and operational decisions that improve performance and unlock capacity
Establish the operating cadence, reporting, and dashboards that give us clear visibility into CX performance
Partner with Product, Sales, and Finance so customer outcomes inform product direction and revenue goals
Evaluate and improve the coach ecosystem as a driver of customer success and growth
Attract, develop, and retain a high-performing leadership bench