Head of Customer Experience

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

📋 Description

• Take ownership of the comprehensive Customer Experience and Partner Success strategy across Futuri’s product range.

• Lead, mentor, and develop the CX team, which includes Partner Success Managers, implementation resources, and future CX recruits.

• Define roles, performance expectations, account ownership standards, escalation processes, and operational rhythms.

• Create and manage the CX capacity model, which includes account loads, implementation capabilities, hiring needs, team allocation, and coverage planning.

• Oversee the implementation standards to ensure that contracted clients are fully onboarded and actively using the product within 30 days of contract initiation.

• Specify implementation requirements, including sequencing, prerequisites, integrations, QA, training, activation, and customer acceptance.

• Develop onboarding and stayboarding frameworks throughout the customer lifecycle.

• Define and operationalize customer health scoring and associated CX actions.

• Hold accountability for adoption, account health, retention, implementation performance, and gross revenue retention.

• Create a 12- to 18-month CX roadmap that addresses process maturity, automation, tooling, education, self-service, certification, reporting, and team development.

• Establish systems that provide a reliable source of truth for implementation status, engagement, product usage, training, account health, and retention risk.

• Set operational cadences for implementations, customer risk assessments, escalations, renewals, expansion opportunities, and resource requirements.

• Collaborate with Sales on handoffs, implementation scoping, expectations, integrations, post-sale ownership, renewals, expansion, and cross-sell opportunities.

• Work with Product and Engineering to provide feedback, address integrations, enhancement requests, defects, competitive intelligence, and adoption insights.

• Maintain executive relationships with strategic accounts and lead customer recovery initiatives when relationships or revenue are threatened.

• Generate leadership reports on implementation, adoption, account health, capacity, risk, retention, and CX effectiveness.

• Create scalable customer-facing resources such as implementation documentation, training programs, admin guides, recorded education, and adoption materials.

• Build a self-sufficient CX team that promotes accountability, urgency, curiosity, and customer ownership.

• Stay actively involved in select strategic implementations and customer interactions.

• Travel regularly for strategic customer meetings, implementations, business reviews, team interactions, and executive relationships.

⛳️ Requirements

• 8+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, or a related post-sale role, with at least 3 years in a leadership position overseeing a customer-facing team.

• Proven experience managing a customer success or customer experience function with accountability for adoption, retention, account health, or revenue results.

• Demonstrated ability to create or significantly enhance onboarding, implementation, adoption, retention, and customer lifecycle strategies.

• Experience in managing, coaching, hiring, and developing teams that interact directly with customers.

• Strong background in capacity planning, resource allocation, performance management, and operational design.

• Proven ownership of complex technical implementations that involve multiple stakeholders, integrations, data migration, CRM systems, or significant workflow changes.

• Strong understanding of CRM data models and customer integration requirements, including objects, fields, relationships, mapping, and validation.

• Familiarity with APIs, webhooks, OAuth, authentication, environment management, UAT, and related integration concepts.

• Ability to analyze product usage, customer engagement, retention, and operational data, translating that information into clear priorities and actionable steps.

• Experience with customer success and CRM platforms such as HubSpot, Salesforce, Gainsight, or similar systems.

• Familiarity with project management and workflow tools such as Notion, Trello, Asana, or similar applications.

• A strong systems thinker who can establish repeatable processes without unnecessary complexity.

• Exceptional written communication skills, including the ability to produce executive reports, operational plans, implementation standards, customer communications, and internal documentation.

• Strong executive presence with the ability to influence senior stakeholders both internally and externally.

• Capacity to navigate seamlessly between strategic planning and detailed execution, including direct involvement in customer or implementation challenges as necessary.

• Strong cross-functional leadership capabilities and a track record of successfully collaborating with Sales, Product, Engineering, Marketing, and executive leadership.

• Experience working alongside quota-carrying sales teams and contributing to strategies for renewal, expansion, or revenue retention.

• Comfortable operating in a dynamic environment where the CX function is expected to evolve in tandem with the business and product.

• Background in broadcast, media, advertising, sales technology, or another complex multi-stakeholder enterprise environment is highly preferred.

• A Bachelor’s degree is strongly preferred; a degree in Business, Communications, Information Systems, or a related field is a plus.

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Health, dental, and vision insurance.

• Generous paid time off and holiday policies.

• Opportunities for professional development and career advancement.

• Flexible work environment and remote work options.