Director of CX

Company Overview

We’ve partnered with a fast-growing B2B SaaS platform that specializes in helping mid-market and enterprise companies build modern customer communities to enhance engagement, advocacy, and retention. The organization is currently scaling from $5 million Annual Recurring Revenue (ARR) with plans to achieve over $20 million, all while maintaining a high-impact team of over 30 employees.

Role Overview

Our client is seeking a Director of Customer Experience to take ownership of and scale their entire post-sale motion as they enter a significant growth phase. This senior leadership position will oversee Customer Success, Onboarding, Support, and Professional Services to turn customer experience into a repeatable and scalable system.

Responsibilities

• Own and manage Gross and Net Revenue Retention, including renewals and expansion motion design.
• Drive customer adoption, value realization, and long-term trust.
• Build predictable customer health, renewal forecasting, and expansion visibility.
• Lead and scale the Customer Success, Onboarding & Adoption, Support & Enablement, and Professional Services teams.
• Ensure effective handoffs and escalation paths within the post-sale lifecycle.
• Reduce time-to-value and improve support efficiency without over-hiring.
• Collaborate cross-functionally with Sales, Product, and Marketing leaders.
• Hire, coach, and develop Customer Experience leaders and individual contributors, cultivating a culture of accountability and customer empathy.

Requirements

• 8–12 years of experience in various customer-facing roles within a B2B SaaS environment.
• Proven track record of scaling Customer Success in an ARR environment of $5-20 million.
• Experience managing cross-functional teams (Customer Success, Onboarding, Support, Services).
• Strong operational, analytical, and systems-thinking mindset.
• Ability to navigate ambiguity and build upon imperfect foundations.
• Proven influence with Sales, Product, and Revenue leaders.
• A hands-on operator comfortable in fast-moving startup environments.

Benefits

• Competitive compensation that adjusts annually based on expertise and impact.
• Comprehensive health benefits for you and your family from day one, including dental and vision coverage.
• Unlimited paid vacation days and parental leave to support work-life balance.
• Provision of necessary equipment or coverage for personal device upgrades.
• Monthly stipend for technology and appreciation, promoting tool testing and workflow enhancements.