Head of Customer Experience

OuterSignal

About The Position

OuterSignal is building the customer intelligence layer for commerce. Brands know when an order comes in, but they only see ~5% of the real story. We show them the other 95%: not just who bought, but who that person is — the execs, influencers, journalists, retail buyers, investors, and everyday customers who become a brand’s best evangelists. Our platform enriches every order in real time with professional and personal signals, builds personas, and powers everything from surprise-and-delight outreach to smarter email flows, analytics, and BD leads. We’re a small, high-performing team building the category-defining platform for e-commerce customer intelligence, backed by a world-class investor base. OuterSignal is hiring a Head of Customer Experience. This is a senior leadership role with full ownership of the CX function: setting the standard for how the company serves its most important customers, building out the team and systems, and preparing the organization to scale. This is a player-coach position at an early-stage company. The right person will take direct ownership of the highest-stakes enterprise relationships, lead a growing team of customer success professionals, and define what great looks like across the function. The company moves fast, and this person needs to match that pace.

Requirements

5+ years in a B2B SaaS customer success or customer experience role, with at least 2+ years leading or running a team.
Demonstrated experience with e-commerce or DTC brands, and a strong grasp of what heads of e-commerce, retention marketers, and growth teams care about.
Proven ability to operate in a fast-moving, early-stage environment and build structure where little exists.
Strong communicator who can advocate for customers internally and shape strategy at the leadership level.

Nice To Haves

Background at companies serving the Shopify or broader e-commerce ecosystem strongly preferred — think Attentive, Klaviyo, or Iterable.
Executive presence and real comfort in senior conversations with CMOs, heads of ecommerce, and brand founders.
Familiarity with the e-commerce agency world is a meaningful plus, particularly as OuterSignal expands its email-marketing capabilities through the Monocle acquisition.

Responsibilities

Own our most strategic accounts — serve as the senior relationship holder for OuterSignal’s most important enterprise clients.
Lead and develop the team — coach a growing CX team, with plans to build out dedicated SMB, mid-market, enterprise, and onboarding/PLG functions within the next 12 months.
Build the department’s infrastructure — stand up the playbooks, onboarding processes, churn-prevention strategies, and QBR frameworks the function runs on.
Partner with sales on handoffs — ensure a clean transition from close to onboarding so new brands activate quickly.
Be the internal voice of the customer — influence the product roadmap and work alongside engineering to make sure customer needs are prioritized.
Hire and grow CX talent — recruit and develop the people who will carry the function as the team scales.