Head of Customer Experience

Futuri

About The Position

Futuri is looking for a Head of Customer Experience to own the strategy, performance, and evolution of the customer experience organization. This role is responsible for the full post-sale customer journey across Futuri’s product portfolio, including implementation, onboarding, adoption, account health, retention, renewals, and ongoing customer engagement. You will lead the Partner Success organization, establish the standards and operating systems that govern how Futuri serves customers, and ensure our customer experience directly contributes to long-term revenue retention and growth. This is a leadership role for someone who can build the system and still operate inside it. You will define the CX roadmap, capacity model, implementation standards, account health framework, team structure, and customer lifecycle strategy, while remaining close enough to key accounts and strategic implementations to understand exactly where the customer experience is succeeding or breaking down. Futuri expects customers to be installed and actively using their product within 30 days of contract start. You will own that standard at the organizational level, ensuring the team has the process, talent, tools, cross-functional support, and accountability required to deliver it consistently. You will also serve as the senior CX voice across Sales, Product, Engineering, and company leadership, bringing together customer intelligence, product adoption data, retention risk, and operational performance into a clear view of the customer base.

Requirements

8+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, or a related post-sale function, including at least 3 years leading a customer-facing team.
Demonstrated experience owning a customer success or customer experience function with accountability for adoption, retention, account health, or revenue outcomes.
Proven ability to build or significantly evolve onboarding, implementation, adoption, retention, and customer lifecycle programs.
Experience managing, coaching, hiring, and developing customer-facing teams.
Strong experience with capacity planning, resource allocation, performance management, and operational design.
Demonstrated ownership of complex technical implementations involving multiple stakeholders, integrations, data migration, CRM systems, or significant workflow change.
Strong understanding of CRM data models and customer integration requirements, including objects, fields, relationships, mapping, and validation.
Working knowledge of APIs, webhooks, OAuth, authentication, environment management, UAT, and related integration concepts.
Ability to interpret product usage, customer engagement, retention, and operational data and convert that information into clear priorities and action.
Experience with customer success and CRM platforms such as HubSpot, Salesforce, Gainsight, or similar systems.
Experience with project management and workflow tools such as Notion, Trello, Asana, or similar.
Strong systems thinker who can create repeatable processes without introducing unnecessary complexity.
Excellent written communication skills, including the ability to produce executive reporting, operating plans, implementation standards, customer communications, and internal documentation.
Strong executive presence and the ability to influence senior stakeholders internally and externally.
Ability to move comfortably between strategic planning and detailed execution, including direct involvement in customer or implementation issues when necessary.
Strong cross-functional leadership skills and demonstrated success working closely with Sales, Product, Engineering, Marketing, and executive leadership.
Experience working alongside quota-carrying sales organizations and contributing to renewal, expansion, or revenue retention strategy.
Comfortable operating in a fast-moving environment where the CX function is expected to evolve alongside the business and product.
Willing and able to travel regularly within the United States for customer and company engagements.

Nice To Haves

Experience in broadcast, media, advertising, sales technology, or another complex multi-stakeholder enterprise environment is strongly preferred.
Bachelor’s degree strongly preferred; Business, Communications, Information Systems, or a related field is a plus.

Responsibilities

Own the overall Customer Experience and Partner Success strategy across Futuri’s product portfolio.
Lead, coach, and develop the CX organization, including Partner Success Managers, implementation resources, and future CX hires.
Establish clear roles, performance expectations, account ownership standards, escalation paths, and operating rhythms across the team.
Build and manage the CX capacity model, including account loads, concurrent implementation capacity, hiring needs, team allocation, and coverage planning.
Own Futuri’s implementation standard and ensure contracted customers are fully installed and actively using the product within 30 days of contract start.
Define what “installed” means across each product, including implementation sequencing, prerequisites, integrations, QA, training, activation, and customer acceptance.
Establish the onboarding and stayboarding framework across the customer lifecycle, including training cadence, business reviews, adoption campaigns, executive engagement, feature education, and pre-renewal activity.
Define and operationalize customer health scoring so changes in usage, engagement, satisfaction, or account activity lead to clear action by the CX team.
Carry organizational accountability for customer adoption, account health, retention, implementation performance, and CX contribution to gross revenue retention.
Develop the CX roadmap for the next 12 to 18 months, including process maturity, automation, tooling, customer education, self-service resources, certification, reporting, and team development.
Build systems that create a reliable source of truth for implementation status, customer engagement, product usage, training history, account health, and retention risk.
Establish a consistent CX operating cadence for reviewing upcoming implementations, customer risk, escalations, renewals, expansion opportunities, and resource needs.
Partner with Sales leadership to define the sales-to-CX handoff, pre-sale implementation scoping, customer expectations, integration requirements, and post-sale ownership.
Ensure what is sold can be delivered successfully, surfacing scope, integration, resource, or expectation risks before they become customer problems.
Partner with Product and Engineering leadership to create clear processes for customer feedback, integration requirements, enhancement requests, defect patterns, competitive intelligence, and product adoption insights.
Translate customer and field intelligence into actionable recommendations for product development and company strategy.
Own executive relationships across Futuri’s most strategic accounts and step directly into customer recovery efforts when significant relationships or revenue are at risk.
Partner with Sales on renewal strategy, expansion planning, and identification of cross-sell opportunities within the customer base.
Establish clear reporting for company leadership around implementation performance, adoption, account health, team capacity, customer risk, retention, and CX effectiveness.
Develop and maintain scalable customer-facing resources including implementation documentation, training programs, admin guides, recorded education, and adoption content.
Build a team that can independently deliver high-quality implementations and customer engagements without requiring constant leadership intervention.
Create a culture of accountability, urgency, curiosity, and customer ownership within the CX organization.
Remain directly involved in selected strategic implementations and customer engagements to maintain a firsthand understanding of the customer experience.
Travel regularly for strategic customer meetings, implementations, business reviews, team engagements, and executive-level relationships.