Director of Customer Experience
Xpand Group
Our client is an innovative, high-growth technology company transforming how businesses manage customer engagement and operational workflows. Backed by experienced leadership and operating within a rapidly expanding market, they combine cutting-edge technology with operational excellence to help thousands of customers improve efficiency and grow their businesses. They are looking for an experienced Director of Customer Experience to lead the next evolution of their customer organization.
The Opportunity
Reporting directly to the CEO, you'll own the complete customer journey from onboarding and adoption through support, retention and long-term success. You'll bring together Customer Success and Customer Support into one high-performing Customer Experience organization while partnering closely with Product and Sales to influence roadmap decisions, customer outcomes and business growth. This is a rare opportunity for someone who enjoys both strategy and execution. You'll lead teams while also building scalable operational processes, AI-driven workflows, dashboards and customer health programs.
Responsibilities
- Lead Customer Success and Customer Support teams.
- Build and mentor regional leaders.
- Improve retention, adoption and customer satisfaction.
- Create scalable customer health scoring frameworks.
- Build AI-powered automations and operational dashboards.
- Partner closely with Product to influence roadmap decisions.
- Work with Sales to ensure seamless customer handoffs.
- Own executive customer escalations.
- Develop scalable regional playbooks.
- Use SQL and customer data to drive decisions.
- Improve operational efficiency through AI and automation.
- 7+ years leading Customer Success, Customer Experience or Support organizations.
- Experience leading leaders and scaling teams.
- Strong product partnership experience.
- Hands-on experience building AI automations and workflows.
- Strong SQL and data analysis skills.
- Experience building customer health scoring models.
- Ability to operate strategically while remaining hands-on.
- Background in high-growth technology companies.
- Experience in restaurant technology, logistics, marketplace or operational SaaS preferred.
- Executive visibility reporting directly to the CEO.
- Opportunity to shape company strategy.
- Build a modern AI-enabled Customer Experience function.
- Equity package.
- Competitive compensation.
- Excellent benefits.
- High-growth environment with significant career progression.
Salt is acting as an Employment Agency in relation to this vacancy.
Vacancy posted 2 days ago
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