Director of Customer Experience

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

📋 Description

• Oversee customer implementations from the transition of sales to launch, adoption, and ongoing Partner Success.

• Guide customers towards complete implementation within 30 days of the contract initiation.

• Ensure that milestones, prerequisites, integrations, training, and customer responsibilities are on schedule.

• Personally manage strategic, complex, or high-profile implementations, which include onsite installation days and customer training.

• Cultivate strategic customer relationships throughout the entire customer lifecycle.

• Mentor and support Partner Success Managers in delivering implementations, managing accounts, communicating with customers, and resolving issues.

• Ensure implementations adhere to Futuri standards, including product and customer experience quality assurance prior to customer-facing training.

• Oversee onboarding and stayboarding initiatives, including implementation sessions, training schedules, business reviews, feature adoption, and pre-renewal interactions.

• Track product usage, account health, training activities, and customer engagement to identify and address potential risks.

• Develop relationships with customer stakeholders across leadership and end-user teams.

• Spot expansion opportunities and furnish Sales with actionable insights.

• Collaborate with Sales on contract-to-implementation transitions and address any expectation, technical, or scope discrepancies.

• Work alongside Product and Engineering teams to address integration requirements, obstacles, defects, and feedback from the field.

• Maintain records of implementation status, customer activities, training histories, account health, and escalation documentation.

• Enhance onboarding strategies, training materials, quick-start guides, implementation documentation, and adoption resources.

• Identify recurring customer challenges and adoption obstacles to refine customer experience processes and product strategies.

• Assist in developing account recovery strategies for at-risk customers.

• Travel frequently to customer locations for implementations, training sessions, business reviews, and strategic engagements.

⛳️ Requirements

• Over 6 years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, Account Management, or a similar customer-facing role.

• Proven experience in leading intricate customer implementations that involve numerous stakeholders, technical configurations, integrations, or workflow modifications.

• Background in coaching, mentoring, or directly supervising customer-facing team members.

• Capability to manage multiple concurrent customer projects while retaining accountability for deadlines, dependencies, and upcoming steps.

• Strong comprehension of customer onboarding, product adoption, account health, retention, and renewal strategies.

• Technical proficiency, including the ability to quickly learn complex software, troubleshoot customer issues, and collaborate effectively with Product and Engineering teams.

• Familiarity with CRM data structures and integrations, notably Salesforce or HubSpot.

• A working knowledge of APIs, authentication, webhooks, data mapping, UAT, or similar integration concepts is highly preferred.

• Experience utilizing customer success, CRM, project management, or workflow platforms such as HubSpot, Salesforce, Gainsight, Notion, Trello, or Asana.

• Excellent written communication skills for customer documentation, implementation plans, status updates, and training resources.

• Strong executive presence, capable of establishing credibility with senior leaders and connecting with frontline users.

• A data-driven approach to customer success, using product usage, engagement, and account health data to prioritize actions.

• Comfortable working in a dynamic environment with continuously evolving processes.

• Direct and proactive communication style; identifies risks early and ensures resolution of issues.

• Strong business acumen and ability to prioritize based on customer impact, revenue risk, and urgency.

• Experience in broadcasting, media, advertising, sales technology, or another multi-stakeholder SaaS environment is advantageous.

• Willingness and ability to travel frequently within the United States for customer engagements.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible work arrangements to promote work-life balance.

• Supportive and collaborative team environment.