Customer Experience Leader
Job Summary
Driving customer success initiatives, the full-time Leader, Customer Adoption & Experience will manage the end-to-end customer journey, oversee the Enablement team, and collaborate with various departments to enhance customer adoption and retention in a hybrid work environment.
Key responsibilities
- Own the post-sale customer journey map and identify areas for improvement across implementation and onboarding
- Partner with cross-functional teams to develop lifecycle playbooks and reduce time-to-value for customers
- Lead the Enablement function, shifting from request-driven training to proactive education aligned with customer needs
Required qualifications
- 8+ years of experience in customer success or related fields, with at least 3 years in a leadership role
- Background in B2B SaaS or healthcare technology
- Bachelor's degree in Business, Communications, Education, or a related field; advanced degree preferred
- Proven success in designing and scaling customer success programs that improved adoption or retention
- Experience mapping customer journeys and leading customer education or enablement teams
Complete Job Description
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