Director of Customer Experience
About the Role
Lead customer experience strategy and execution across the customer journey, from onboarding through retention and advocacy. This role works across customer success, support, product, and engineering to strengthen customer relationships, improve satisfaction, and support business growth.
What You'll Do
Develop and execute a customer experience strategy aligned with company goals and market opportunities.
Lead, mentor, and scale customer success and support teams.
Analyze customer feedback, product usage, and NPS metrics to identify pain points and improvement opportunities.
Partner with product and engineering to prioritize features and fixes that improve customer satisfaction.
Define customer experience metrics and report on progress and impact to leadership.
Build customer advisory boards and community programs to deepen relationships and gather insights.
Oversee onboarding, training, and documentation to support smooth customer implementations.
What We're Looking For
10+ years of experience in customer experience, customer success, or a
