Director of Customer Experience
Skills
- Proven leadership scaling customer-facing functions in B2B SaaS
- Experience with complex enterprise onboarding and multi-module software implementations
- Strong ownership of renewal and upsell revenue and retention metrics
- Comfort with technical service work including data migration, API integrations, and custom configurations
- Data-driven decision making and KPI/health-score literacy
- Operational rigor: process design, playbooks, SLAs, and tooling
- Cross-functional collaboration with Sales, Product, Engineering, and Finance
Responsibilities
- Lead and grow high-performing teams across Onboarding, Support, Customer Success, and Ongoing Services
- Define and execute a customer experience strategy that improves retention, drives upsells, and increases customer lifetime value
- Own renewal and upsell revenue targets in partnership with Sales and Product
- Set and report on key customer metrics (NPS, retention, time-to-value, support SLAs) to the executive team
- Design scalable processes, services packaging, and pricing frameworks to drive recurring services revenue
- Manage customer experience budget and staffing plans with the CFO
- Optimize handoffs and operational workflows across Sales → Onboarding → Support/CS
- Champion instrumentation and data collection across the customer journey to inform product and process decisions
- Partner with Product and Engineering to advocate for customer needs and prioritize fixes and enhancements
- Build playbooks, documentation, and tooling to ensure repeatable, high-quality delivery
Education
- Bachelor’s degree or equivalent professional experience
- Advanced degree (MBA or related) preferred but not required
Benefits
- Competitive base salary with bonus opportunities
- Equity package
- Flexible remote-first work environment
- Comprehensive health, dental, and vision benefits
- Paid time off and holidays
- 401(k) or retirement plan
- Professional development and training budget
Average salary estimate
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