Director of Customer Experience

About the Role

Lead customer experience strategy and execution across the full customer journey, from onboarding through retention and advocacy. This role works across customer success, support, product, and engineering to strengthen customer relationships 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 grow customer success and support teams to deliver a strong experience at every touchpoint.

• Analyze customer feedback, product usage, and NPS metrics to identify pain points and guide improvements.

• Partner with product and engineering teams to prioritize features and fixes based on customer impact.

• Define and own CX metrics, and report progress and ROI to leadership.

• Build customer advisory and community programs to strengthen relationships and gather insights.

• Oversee onboarding, training, and documentation to support smooth customer implementations.

What We're Looking For

• 7+ years of experience in customer experience, customer success, o