Director of Customer Experience

About the Role

You'll lead customer experience strategy and execution across Open.cx, owning the end-to-end journey from onboarding through retention and advocacy. This role sits at the intersection of product, support, and success teams, and is critical to building lasting customer relationships that drive growth and reduce churn.

What You'll Do

• Develop and execute a comprehensive customer experience strategy aligned with company goals and market opportunities.
• Lead, mentor, and scale the customer success and support teams to deliver exceptional service at every touchpoint.
• Analyze customer feedback, usage data, and NPS metrics to identify pain points and drive continuous improvement.
• Collaborate with product and engineering teams to prioritize features and fixes that directly impact customer satisfaction.
• Establish and own key CX metrics, reporting on progress and ROI to leadership.
• Build and nurture customer advisory boards and community programs to strengthen relationships and gather insights.
• Oversee customer onboarding processes, training programs, and documentation to ensure smooth implementations.

What We're Looking For

• 7+ years of customer experience, customer success, or related leadership experience, ideally at a B2B SaaS company.
• Proven track record building and scaling high-performing teams in customer-facing functions.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Experience with CX platforms, analytics tools, and customer feedback systems.
• Excellent communication and stakeholder management across technical and non-technical audiences.
• Passion for understanding customer needs and translating them into business impact.