Director of customer experience

About the Role

Lead customer experience strategy and execution across the customer journey, from onboarding through retention and advocacy. This role works across customer success, support, product, and engineering to strengthen customer relationships, improve satisfaction, and support business growth.

What You'll Do

• Develop and execute a customer experience strategy aligned with company goals and market opportunities.
• Lead, mentor, and scale customer success and support teams.
• Analyze customer feedback, product usage, and NPS metrics to identify pain points and improvement opportunities.
• Partner with product and engineering to prioritize features and fixes that improve customer satisfaction.
• Define customer experience metrics and report on progress and impact to leadership.
• Build customer advisory boards and community programs to deepen relationships and gather insights.
• Oversee onboarding, training, and documentation to support smooth customer implementations.

What We're Looking For

• 10+ years of experience in customer experience, customer success, or a related field, including leadership experience, ideally in B2B SaaS.
• A track record of building and scaling high-performing customer-facing teams.
• Strong analytical skills and the ability to turn data into practical strategies.
• Experience with customer experience platforms, analytics tools, and customer feedback systems.
• Excellent communication and stakeholder management skills across technical and non-technical teams.
• A customer-focused approach and the ability to connect customer needs to business impact.

Compensation & Benefits

Visa sponsorship is not available for this role.

Location

The primary location is Los Angeles, California. The work arrangement was not specified.