Director, Customer Experience

Role Overview

The Director, Customer Experience (CX) Pod Leader is accountable for driving customer value, retention, and expansion across a shared book of business within a cross-functional pod.

What You Will Do

This role requires operating differently than most CX leaders have to date in tech, specifically around co-leadership and commercial ownership that is tied to revenue.

Why It Might Be a Fit

The ideal candidate will have demonstrated success as a Customer Success leader, with direct accountability for GRR, renewal outcomes, and a team’s performance against retention and adoption goals.

Requirements

• Demonstrated success as a Customer Success leader
• Experience owning and delivering a renewal forecast
• Deep understanding of CS methodology, LAER frameworks, and value-based customer engagement in a B2B SaaS environment
• Proven ability to coach and develop CS practitioners into high-performing strategic advisors
• Commercial confidence, comfortable navigating renewal negotiations, expansion conversations, executive-level customer engagement, and escalations
• Experience working cross-functionally with Sales, People Science, Implementation, Support, and RevOps to drive customer outcomes
• Demonstrated ability to work through ambiguity and lead a team through change, evolving models, or new ways of working

Benefits

• Equity through our Employee Share Option Program
• Learning programs and coaching
• Quarterly refresh days
• Extended end-of-year break
• Monthly allowance to support wellbeing and lifestyle
• Inclusive parental leave
• MacBook and budget to set up home workspace
• Five annual social impact days
• Medical insurance coverage for you and your family (Available for US & UK only)