Director of Customer Experience

A company is looking for a Director of Customer Experience.

Key Responsibilities

Lead and grow a high-performing team across Onboarding, Support, Customer Success, and Ongoing Services

Build and execute a customer experience strategy that increases retention and drives upsells

Own renewal and upsell revenue targets while managing the full customer experience budget

Required Qualifications

7+ years leading customer-facing functions in enterprise or mid-market B2B SaaS

Experience with complex onboarding processes and multi-module enterprise software

Proven success driving customer outcomes across onboarding, support, and customer success

Track record of building high-performing teams and scaling customer organizations

Data-driven approach; comfortable using metrics and KPIs to drive performance