Senior Director of Customer Experience

Gridware•San Francisco, CA

33d•$190,000 - $215,000

About The Position

As the Sr. Director of Customer Experience, you will build, lead, and scale a cross-functional CX organization that spans Customer Success, Go-To-Market (GTM) Product, and Sales Engineering. Your mission: ensure that every customer â from pilot onboarding through commercialization and long-term growth â receives industry-leading support and value.

Requirements

10+ years leading customer-facing operations; 5+ in senior leadership.
Experience building cross-functional CX teams in a high-growth software or hardware business.
Track record of ensuring customer retention and growth in a B2B environment.
Strong operational process design skills.
Excellent leadership, communication, and collaboration abilities.
Data-driven mindset with KPI ownership.
Deep commitment to customer advocacy

Nice To Haves

Technical background (engineering or product).
Experience working with utilities.
GTM or customer-facing product management experience.

Responsibilities

Lead the Customer Success, GTM Product, and Sales Engineering teams.
Mentor and develop a high-performance CX leadership bench.
Design and operationalize cross-functional end-to-end processes for onboarding, deployment, pilot execution, expansion, and ongoing engagement.
Partner with Engineering, Field Operations, and other GTM teams to surface customer feedback, ideate resolutions, and implement remediations.
Define, track, and optimize lifecycle metrics.
Build scalable support frameworks and documentation.
Serve as a customer advocate internally

Benefits

Health, Dental & Vision (Gold and Platinum with some providers plans fully covered)
Paid parental leave
Alternating day off (every other Monday)
âOff the Gridâ, a two week per year paid break for all employees.
Commuter allowance
Company-paid training

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