Director of Customer Experience

Job Summary

A company is looking for a Director of Customer Experience to lead and scale its post-sales organization across various customer-focused functions.

Key Responsibilities

• Lead and develop teams across Customer Success, Support, and Onboarding to foster a customer-centric culture
• Own the end-to-end customer journey, ensuring a seamless experience from onboarding through renewal and expansion
• Drive strategies for retention and growth, maintaining accurate forecasting and revenue predictability

Required Qualifications

• Proven leadership experience in managing Customer Success, Support, or Onboarding teams
• Deep expertise in SaaS customer lifecycle management, including renewals and expansions
• Strong operational background in building processes and systems in high-growth environments
• Data-driven with experience in forecasting and CRM hygiene, preferably with HubSpot
• Passionate about coaching and developing leaders within the organization