Customer Experience Director

Job Summary

Leading the development of customer experience functions, the full-time Head of Customer Experience will manage solutions engineering, implementation, and account management while overseeing a small team in a remote environment.

Key responsibilities

• Map and own the end-to-end implementation process, building repeatable frameworks that scale
• Scope, price, and launch a professional services offering while managing L1 and L2 customer support
• Serve as the voice of the customer, synthesizing feedback to influence product roadmap and identify upsell opportunities

Required qualifications

• 6 - 10 years in a client-facing role, preferably in consulting, agency, implementation, or professional services
• Strong commercial instincts with the ability to recognize and act on customer health indicators
• Technical literacy to translate between technical and business contexts effectively
• Working knowledge of AI/ML workflows or data-heavy products
• High tolerance for ambiguity and experience in fast-paced, evolving environments