Director of Customer Experience

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

📋 Description

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

• Ensure full implementation occurs within 30 days of the contract initiation, monitoring milestones, prerequisites, integrations, training, and customer responsibilities.

• Personally manage strategic, intricate, or high-visibility implementations, including onsite installation days and customer training sessions.

• Cultivate and maintain strategic customer relationships, serving as a trusted point of contact throughout the customer journey.

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

• Guarantee that implementations adhere to Futuri standards, including product and customer experience quality assurance before any customer-facing training.

• Take ownership of onboarding and stayboarding initiatives, encompassing implementation sessions, training schedules, business reviews, feature adoption, and engagement before renewal.

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

• Build rapport with customer stakeholders at both leadership and end-user levels.

• Pinpoint expansion opportunities and equip Sales with actionable insights.

• Collaborate with Sales on the contract-to-implementation transition, resolving discrepancies in expectations, technical aspects, or project scope.

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

• Maintain records of implementation status, customer activities, training history, account health, and escalation documentation within CX systems.

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

• Highlight recurring customer challenges and adoption hurdles to improve CX processes and inform product decisions.

• Assist with account recovery strategies for customers at risk.

• Travel frequently to customer locations.

⛳️ Requirements

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

• Proven experience leading complex customer implementations that involve multiple stakeholders, technical configurations, integrations, or changes in workflows.

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

• Ability to oversee multiple concurrent customer projects while maintaining clear accountability for deadlines, dependencies, and subsequent actions.

• Comprehensive understanding of customer onboarding, product adoption, account health, retention, and renewal strategies.

• Technically adept and capable of quickly learning complex software, troubleshooting customer issues, and collaborating efficiently with Product and Engineering teams.

• Familiarity with CRM data structures and integrations, particularly with platforms like 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, with the ability to produce clear customer documentation, implementation plans, status updates, and training materials.

• Strong executive presence, capable of establishing credibility with senior leaders while also engaging effectively with frontline users.

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

• Comfortable working in a dynamic environment where processes are continuously evolving.

• Direct, proactive communicator with the ability to see issues through to resolution.

• Strong business judgment and capacity to prioritize based on customer impact, revenue risk, and urgency.

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

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

🏝️ Benefits

• Regular travel to customer locations for implementations, training sessions, business reviews, and strategic engagements.

• Opportunity for remote work within the United States.