Director, Customer Experience (Federal)

Role Overview

The Director, Customer Experience (Federal) will lead and manage a team of customer success professionals to drive adoption and enhance customer satisfaction and retention. The role requires strong leadership and team management skills, including the ability to attract, coach, develop, and retain top talent. The Director will be responsible for developing strong relationships with key stakeholders, including sales leadership and engineering teams, and influencing product roadmaps based on customer feedback and market needs.

What You Will Do

The Director will lead a team of customer success professionals to drive adoption and enhance customer satisfaction and retention. They will engage directly with customers to ensure their success and provide support aligned with their goals. The Director will also implement a customer success capability that aligns with the company’s transition to a subscription model and foster a diverse and inclusive team environment to enhance team dynamics and creativity.

Why It Might Be a Fit

The ideal candidate will have 7 to 10 years of experience in customer success or customer experience roles, with 3 to 4 years in a management position. They will have strong leadership and team management skills, including the ability to attract, coach, develop, and retain top talent. The candidate will also have a proven ability to build relationships with sales teams and understand customer accounts, as well as experience influencing product roadmaps based on customer feedback and market needs.

Requirements

• Bachelor’s degree or equivalent
• 7 to 10 years of experience in customer success or customer experience roles
• 3 to 4 years in a management position
• Strong leadership and team management skills
• Thought leadership with CS experience
• Proven ability to build relationships with sales teams and understand customer accounts
• Experience influencing product roadmaps based on customer feedback and market needs
• Hands-on approach to customer engagement and problem-solving capabilities
• Sense of urgency coupled with a bias for action and accountability mindset
• Execution excellence with a focus on metrics
• Commitment to diversity and inclusion in hiring and team composition
• Experience in a subscription-based SaaS business model
• Ability to navigate organizational dynamics and foster collaboration across departments
• US Federal experience is strongly desired

Benefits

• 401(k) eligibility
• Various paid time off benefits, such as vacation, sick time, and parental leave