Director of Customer Experience

Role Overview

The Director of Customer Experience will lead the Account Management, Application Support, and Customer Success teams to deliver a consistently excellent customer experience across the full post-sale lifecycle.

What You Will Do

The role involves driving improvements in Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) through proactive engagement, effective issue resolution, and close partnership with Sales and Product Engineering.

Why It Might Be a Fit

The ideal candidate will be a customer-obsessed leader who understands customer needs, empathises with their frustrations, and is relentless in improving their experience.

Requirements

• 5+ years’ experience leading customer-facing teams in Account Management, Customer Success, or Support within B2B SaaS or enterprise software
• Experience of talking technical-to-business with commercial leads and Directors
• A proven track record of improving customer retention metrics, including NRR and/or GRR
• Experience building or transforming a Customer Success function, including defining operating models, customer health scoring, and proactive engagement cadences
• Strong communication skills, with the ability to combine data and narrative to drive action and decision-making with internal and external stakeholders and the Board