Head of Customer Experience

Job Summary

Leading the Customer Experience function, the full-time Head of Customer Experience will own strategic enterprise accounts, develop a growing team, and build departmental infrastructure in a remote environment.

Key responsibilities

• Own and manage relationships with OuterSignal's most important enterprise clients
• Lead and coach a growing customer experience team while developing dedicated functions for various market segments
• Establish playbooks, onboarding processes, and churn-prevention strategies for the customer experience department

Required qualifications

• 5+ years in a B2B SaaS customer success or customer experience role, with at least 2+ years in a leadership position
• Experience with e-commerce or DTC brands, particularly in relation to the needs of heads of e-commerce and retention marketers
• Background in companies serving the Shopify ecosystem, such as Attentive, Klaviyo, or Iterable, is strongly preferred
• Proven ability to operate in a fast-paced, early-stage environment and create structure
• Strong executive presence and comfort in senior-level conversations with CMOs and brand founders