Director of Customer Experience Strategy

To enhance customer value and retention, the full-time remote Director of Customer Experience Strategy will lead the development of customer health metrics, implement AI and automation solutions, and manage cross-functional partnerships to ensure effective customer engagement and satisfaction. Key responsibilities Design and manage a comprehensive customer health score that integrates various CX team inputs and accurately predicts customer retention and growth Lead the implementation of AI and automation initiatives across customer support and success functions to improve customer outcomes Oversee the CX dashboard, providing insights and reporting to the executive team to inform strategic decisions Required qualifications 10+ years of experience in operations, strategy, or analytics within a B2B SaaS environment, particularly in customer success or experience roles Proven track record in developing customer health models that effectively predict churn and expansion Hands-on experience with AI and automation in post-sale operations, demonstrating measurable results Strong data fluency, with the ability to work directly with SQL or BI tools and guide analytics teams Experience producing customer and retention reports for executive-level stakeholders