Director of Customer Experience Strategy

Job Summary

To enhance customer value and retention, the full-time remote Director of Customer Experience Strategy will lead the development of customer health metrics, implement AI and automation solutions, and manage cross-functional partnerships to ensure effective customer engagement and satisfaction.

Key responsibilities

• Design and manage a comprehensive customer health score that integrates various CX team inputs and accurately predicts customer retention and growth
• Lead the implementation of AI and automation initiatives across customer support and success functions to improve customer outcomes
• Oversee the CX dashboard, providing insights and reporting to the executive team to inform strategic decisions

Required qualifications

• 10+ years of experience in operations, strategy, or analytics within a B2B SaaS environment, particularly in customer success or experience roles
• Proven track record in developing customer health models that effectively predict churn and expansion
• Hands-on experience with AI and automation in post-sale operations, demonstrating measurable results
• Strong data fluency, with the ability to work directly with SQL or BI tools and guide analytics teams
• Experience producing customer and retention reports for executive-level stakeholders