About this role

Lead and develop managers and individual contributors across Customer Success, Support, and Onboarding.
Own the end to end customer journey from onboarding through renewal and expansion, ensuring a seamless and high quality experience.
Drive renewal and expansion strategy to maximize net revenue retention and minimize churn.
Ensure onboarding drives fast time to value and strong adoption.
Build and refine processes to support growth, ensuring strong CRM discipline, data hygiene, and clear performance metrics across teams.
Partner with Sales, Product, and Marketing to align on customer needs and advocate for the customer in product and go to market decisions.

A proven leader with experience managing teams and scaling Customer Success, Support, and or Onboarding teams.
Deep expertise in SaaS customer lifecycle management, including renewals, expansions, and customer health.
Strong operator with a track record of building processes, systems, and teams in high growth environments.
Highly data driven, with experience in forecasting, pipeline management, and CRM hygiene with HubSpot preferred.
Passionate about coaching and developing leaders, not just individual contributors.
Comfortable navigating ambiguity and evolving processes in a fast paced environment.
Experienced supporting both high touch and scaled one to many customer models.

Director, Customer Experience

Key skills