Director of Customer Experience
Skills
- Proven TAM experience and TAM team management
- Experience managing multiple teams and 2nd-line management
- Knowledge of Professional Services (PS) and how PS integrates with sales and TAM
- Strong customer metrics and journey-mapping skills
- Ability to extract signal from large volumes of customer interactions/data
- Experience with enterprise and government customers
- Analytical mindset with systematic problem-solving abilities
- Excellent stakeholder management and cross-functional communication
Responsibilities
- Define and track key performance metrics and benchmarks for Customer Experience aligned to business objectives.
- Analyze customer data and provide actionable insights to improve satisfaction, adoption, and retention.
- Identify customer risks and operational issues, and develop proactive mitigation strategies.
- Establish processes, people, and data flows to amplify the voice of the customer and influence product and program decisions.
- Drive growth through renewals, upsells, and conversions by partnering with Sales and Product teams.
- Champion a customer-first culture across the organization to ensure exceptional experiences at all touchpoints.
- Build and maintain strong cross-functional relationships to improve operational efficiency and customer outcomes.
- Lead, mentor, and scale TAM and CSM teams, fostering collaboration, inclusion, and high performance.
Education
- Bachelor’s degree in Business, Computer Science, or related field or equivalent experience
- Advanced degree (MBA, MS) preferred but not required
Benefits
- Competitive base salary plus commission/bonus opportunities
- Equity awards
- Health, dental, and vision benefits
- 401(k) or retirement plan options
- Paid time off and holiday leave
- Professional development and training support
- Flexible work arrangements and remote-friendly culture
Average salary estimate
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