Customer Experience Leader
Job Summary
Leading the Customer Experience team, the full-time Head of Customer Experience will define and execute the post-sale customer strategy, focusing on building a future-oriented organization that leverages AI and automation to enhance customer retention and satisfaction.
Key responsibilities
- Develop and implement the Customer Experience strategy aligned with Product-Led Growth and Sales models
- Optimize the customer journey across all touchpoints, ensuring a seamless experience from onboarding to retention
- Champion the integration of AI and automation to improve both customer and employee experiences
Required qualifications
- 10+ years of experience in Customer Experience, Customer Success, or Customer Operations within a B2B SaaS environment
- 5+ years of leadership experience managing multiple customer-facing functions
- Proven track record of improving customer retention and satisfaction metrics
- Experience implementing AI and automation solutions to enhance customer outcomes
- Strong analytical skills and ability to make data-driven decisions
Complete Job Description
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