Lead, Customer Experience Strategy and Operations (High-Touch)

Role Overview

This role makes sure that high-touch customers are served effectively by designing customer experiences and programs, building operating rhythms, metrics, and processes, and working directly with CS leadership, CSMs, Sales, Support, Product, and Marketing.

What You Will Do

Shape the high-touch customer experience, design and pilot moments that matter, define what high-touch should mean, turn customer feedback and data into specific changes, and run the high-touch business.

Why It Might Be a Fit

You’ll have room to shape how we serve our biggest customers, and you’ll work directly with cross-functional teams to close gaps that customers feel across teams.

Requirements

• 5-8 years in Customer Success, CS Operations, strategy, or program management, ideally in SaaS, with time close to enterprise or high-touch customers.
• Designed a customer program or operating model and can show what changed because of it.
• Think in outcomes first, can say what problem you’re solving, how you’ll know it worked, and what you’d stop doing to make room.
• Comfortable with data, can build analysis yourself in tools like Salesforce, Gainsight, Tableau, or Snowflake, or ask sharp questions of someone who can.
• Influence without authority, and people across Sales, Support, Product, and CS want you in the room.
• Write and present clearly, and you can lead with the answer for executives.
• Experience using AI or automation to scale customer engagement and CSM efficiency.

Benefits

• Participation in the company’s annual cash bonus plan
• Variable compensation (OTE) for sales and customer success roles
• Sign-on payments
• Comprehensive range of health, welfare, and wellbeing benefits based on eligibility