Director, CX Strategy – Operations

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

📋 Description

• Develop and oversee the CX Strategy and Operations function.

• Take ownership of customer health signals, systems, and operational rhythms across Customer Success, Professional Services, Support, and Community.

• Create and manage an account-level customer health score that incorporates product adoption, onboarding, services, support, sentiment, and community signals.

• Assess signal accuracy in relation to renewal outcomes and construct a churn and loss taxonomy.

• Provide risk and expansion signals for company forecasting in collaboration with Revenue Operations and Sales.

• Spearhead service design and AI/automation initiatives across Support, Services, and Customer Success.

• Integrate AI support conversations, call recordings, and product usage into trend analysis and sentiment evaluation.

• Collaborate with IT, Security, and Privacy to transition AI tools from pilot to production safely.

• Manage CX dashboards and evaluate value realization, adoption, and customer outcomes.

• Transform survey, support, and community data into insights related to roadmap, play, and priorities.

• Generate executive and board-level customer reports.

• Facilitate CX planning, performance reviews, and the cross-functional CX operations council.

• Define coverage models and capacity plans for Customer Success and Professional Services.

• Publish roles, swim lanes, and standard operating procedures across CX and commercial teams.

• Advocate for CX in product enhancement and roadmap discussions.

• Lead and nurture CX operations, systems, and insights professionals through coaching, recruitment, and career path development.

• Strengthen team capabilities and eliminate single points of failure.

⛳️ Requirements

• Over 10 years of experience in operations, strategy, or analytics.

• Extensive experience in leading customer success or customer experience operations within a B2B SaaS organization.

• Proven track record in managing operations across multiple post-sale functions, including Customer Success, Professional Services, Support, or Community.

• History of developing or refining a customer health model that effectively predicts churn and expansion.

• Practical experience in implementing AI or automation within post-sale operations with tangible results.

• Strong data fluency, including proficiency in SQL or BI tools, or the capability to guide data science and analytics teams.

• Familiarity with customer success platforms, CRM systems, and product analytics tools, including their implementation and enhancement.

• Experience in generating customer and retention reports for executive teams and boards.

• Background in leading and developing both managers and individual contributors.

• Excellent communication skills with the ability to articulate data-driven insights to executives.

• All employees are required to pass a background check.

• Candidates may need to verify their legal name, current physical location, valid contact number, and residential address.

🏝️ Benefits

• Competitive salary.

• Ownership program available for all full-time staff.

• Flexible work environment.

• Generous time off policy, including local holidays and an annual “Dim the Lights” period in late December.

• Comprehensive wellness programs and mental health resources.

• Access to learning and development resources.

• Professional development tools available.

• Tuition reimbursement options.

• Technology and tools necessary for optimal performance.

• Motivosity employee recognition initiative.

• An inclusive and supportive workplace culture.