Head of Customer Experience

This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of our most crucial accounts — act as the senior relationship manager for OuterSignal’s key enterprise clients.

• Lead and nurture the team — mentor a growing customer experience team, with plans to establish dedicated SMB, mid-market, enterprise, and onboarding/PLG roles within the next year.

• Develop the department’s framework — create the playbooks, onboarding procedures, churn-prevention tactics, and QBR frameworks that the function relies on.

• Collaborate with sales on transitions — guarantee a seamless handoff from closing to onboarding so that new brands can activate promptly.

• Represent the internal voice of the customer — impact the product roadmap and collaborate with engineering to ensure customer needs are prioritized.

• Recruit and cultivate CX talent — attract and grow the individuals who will sustain the function as the team expands.

⛳️ Requirements

• 5+ years of experience in a B2B SaaS customer success or customer experience role, including at least 2+ years in a leadership position.

• Proven track record with e-commerce or DTC brands, along with a solid understanding of the priorities of heads of e-commerce, retention marketers, and growth teams.

• Experience at companies that serve the Shopify or wider e-commerce ecosystem is highly preferred — think Attentive, Klaviyo, or Iterable.

• Executive presence and comfort in senior-level discussions with CMOs, heads of e-commerce, and brand founders.

• Knowledge of the e-commerce agency landscape is a significant advantage, especially as OuterSignal enhances its email-marketing capabilities through the Monocle acquisition.

• Demonstrated ability to thrive in a fast-paced, early-stage environment and establish structure where it is lacking.

• Excellent communicator capable of advocating for customers internally and influencing strategy at the leadership level.

🏝️ Benefits

• A genuine leadership opportunity — complete ownership of a function from day one, at a company with prominent brand partnerships and real momentum.

• Significant equity — as one of the early senior hires.

• A product that truly delivers — providing genuinely remarkable customer outcomes, with compelling case studies that highlight success.

• A dynamic team — a leadership group working with urgency and striving toward something substantial.