Director of Customer Experience

Job Description

DIRECTOR, CUSTOMER EXPERIENCE

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Remote Status: Hybrid

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Location: Raleigh-Durham, NC

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ABOUT ADWERX

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Adwerx, an Imaginuity brand, is an industry-leading digital advertising automation platform known for helping real estate and mortgage professionals win more business and stay ahead of their competition. Scalable for businesses of any size, Adwerx provides personalized advertising solutions that enable customers to reach new audiences and nurture existing relationships. Find out more at

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ABOUT IMAGINUITY®

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Imaginuity is the Dallas, Texas based performance marketing company that combines human intelligence, data intelligence and artificial intelligence to help marketing perform better across brand experience, media, website development and search engine optimization. When you know better, you do better – that's the spirit of Imaginuity. Learn more at

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ABOUT THE POSITION

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As Director of Customer Experience , you'll own the strategy, systems, and team that shape how Adwerx's retail (B2C) customers experience the company - distinct from our enterprise/B2B accounts - across their entire lifecycle. You'll lead the Customer Success team, made up of mid-level and senior level team members, by building the processes, tooling, and journey design that let the team scale without sacrificing quality.

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This is a hands-on role - part people manager, part systems owner, part customer advocate - responsible for the health of our support and success operation end to end. We're looking for someone with strong leadership skills and real technical fluency in CX systems (including Intercom, HubSpot, and RingCentral) who thinks natively in terms of the customer journey. This role is based out of our Raleigh-Durham area office on a hybrid schedule.

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ESSENTIAL DUTIES AND RESPONSIBILITIES

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• Own the end-to-end retail (B2C) customer experience strategy - support, adoption, renewal, escalation, and offboarding - tailoring the approach to individual consumer needs
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• Lead, hire, coach, and develop the Customer Success team (Customer Success Specialists and Senior Customer Success Specialists), setting clear goals and growth paths, and owning QA, call-quality, and onboarding/training programs
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• Define and monitor team KPIs and quality standards (CSAT, NPS, response time, resolution time, escalation volume) and build reporting and dashboards that give leadership visibility into customer health, team performance, and CX impact
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• Own the customer experience technology stack (Intercom, HubSpot, and RingCentral), including systems integrations across CRM, support, and communications platforms, vendor relationships, tool evaluation, and budget
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• Build and maintain customer journey maps to identify friction points, close gaps, and prioritize improvements; design scalable support workflows, escalation paths, and automations (including AI-assisted support) that improve efficiency without compromising the customer experience
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• Serve as the senior escalation owner for the most complex or high-visibility customer situations
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• Partner cross-functionally with Product, Sales, Marketing, and RevOps to represent the voice of the customer and influence roadmap, process, and go-to-market decisions
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• Drive change management for new tools, integrations, and process changes across the Customer Success organization
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PREFERRED QUALIFICATIONS

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• 8+ years of experience in Customer Success, Customer Experience, Support, or a related field, including 2+ years in a people leadership role
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• Demonstrated experience mapping, measuring, and improving the customer journey
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• Hands-on experience administering and integrating customer experience systems; Intercom (including Fin), HubSpot, and RingCentral experience strongly preferred
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• Experience with systems integrations - connecting CRM, support, and communications platforms into a unified, reliable workflow
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• Track record of building, scaling, or significantly improving a customer success or support function
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• Strong analytical skills, with the ability to build reporting and dashboards and use data to drive decisions
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• Experience leading QA, coaching, or call-quality programs and written and verbal communication skills with stakeholders across all levels of an organization
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• Experience in SaaS, marketing technology, or real estate/mortgage industries is a plus
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WHAT WE OFFER YOU

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• 90% of employee medical paid by the company (coverage for individuals)
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• 50% of employee dental paid by the company
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• Short-Term Disability Insurance
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• Supplemental Healthcare
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• 401k Employer Match (100% match up to 6% of salary)
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• 6 Weeks of Paid Time Off (PTO)
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• Annual Bonus Plan
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• Paid Parental Leave
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• Hybrid Work Environment
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• Generous Employee Referral Program
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• Casual Dress Code
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• Free Snacks & Beverages
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• Mentoring Opportunities
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• Professional Development Opportunities
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Imaginuity is committed to complying fully with all applicable laws ensuring equal employment opportunities. Accordingly, it is the policy of Imaginuity to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, sex (including gender, gender identity, transgender status, pregnancy, childbirth, or related medical conditions), religion, creed, national origin, age, actual or perceived disability, sexual orientation, marital status, military or veteran status, ancestry, genetic predisposition, citizenship status, domestic violence victim status, familial status, unemployed status, criminal history, protected activity (e.g., opposition to prohibited discrimination or making a complaint of discrimination or harassment or retaliation), or any other characteristic protected under applicable federal, state, or local law. This policy governs all aspects of employment, including, without limitation, recruitment, job assignment, promotions, transfers, compensation, access to benefits, training, discipline, and terminations. No person is authorized to act in a manner contrary to this commitment to equal employment opportunity.