Customer Experience Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and nurture Customer Success teams in both the US and UK.

• Implement scalable customer engagement strategies for SMB, mid-market, and enterprise segments.

• Enhance customer adoption, usage, retention, and overall value realization.

• Formulate account planning and growth strategies for key accounts.

• Cultivate executive-level customer relationships and act as a point of escalation.

• Establish customer health scoring, churn prediction, and retention initiatives.

• Take ownership of customer retention and gross/net revenue retention metrics.

• Collaborate with Sales leadership to identify expansion and cross-selling opportunities.

• Prepare for renewals and engage in commercial account planning.

• Develop and track customer metrics such as utilization, adoption, retention, and expansion.

• Lead global customer support operations.

• Create scalable support processes, service level agreements (SLAs), escalation procedures, and quality standards.

• Enhance responsiveness and operational efficiency.

• Conduct root-cause analysis and resolve recurring customer issues.

• Work with Product and Engineering teams to drive product enhancements.

• Establish repeatable processes, performance metrics, reporting systems, and forecasting frameworks.

• Enhance efficiency through automation, tools, and AI-driven workflows.

• Recruit, mentor, and develop professionals in Customer Success and Support.

• Foster accountability, customer-centricity, continuous improvement, and commercial ownership.

• Set performance expectations and career development pathways.

• Encourage collaboration among Sales, Product, Operations, and Engineering.

⛳️ Requirements

• 8–15 years of experience in Customer Success, Customer Experience, Account Management, or related SaaS leadership roles.

• Proven track record in leading Customer Success and/or Customer Support teams.

• Strong commercial focus with a history of driving retention, renewals, and customer growth.

• Experience in SaaS businesses with recurring revenue models.

• Familiarity with supporting customers with distributed, field-based, frontline, or operational workforces.

• Strong analytical skills and a process-oriented approach.

• Capable of working independently and making informed business decisions.

• Exceptional communication and executive stakeholder management abilities.

• Preferred: experience in supporting customers in sectors such as retail, quick-service restaurants, transportation, logistics, public sector, or other operationally intensive industries.

• Preferred: experience in leading teams across multiple regions.

• Preferred: background in scaling Customer Success functions within growing SaaS organizations.

• Preferred: knowledge of customer health scoring, utilization frameworks, churn analysis, and revenue retention initiatives.

• Preferred: experience utilizing AI and automation to enhance customer-facing operations.

🏝️ Benefits

• Generous PTO Allowance.

• Learning and Development opportunities.

• Comprehensive healthcare, vision, and dental plans, including family coverage.

• Regular company events and social initiatives.

• 401K matching.

• Commitment to Diversity & Inclusion.

• Equal Opportunity Employer.