Director, CX Strategy and Operations
Core
Build and lead the Customer Experience (CX) function to create a trusted view of customer health, drive retention, and inform executive decision-making through data and AI.
Role type
Director, CX Strategy and Operations
Builds
A unified customer health score, AI-driven automation workflows, and executive-level CX dashboards.
Domain
B2B SaaS, Education Technology
Deliverable
production ML models
Required skills
Customer success operations leadership, customer health modeling, AI/automation strategy, data fluency (SQL/BI), cross-functional partnership, team building and coaching, executive reporting.
Preferred skills
Private equity-backed company experience, education technology background, renewal forecasting expertise, value realization models.
Responsibilities
Design and run account-level customer health scores integrating product usage and support data; lead service design and automation work for agentic AI; own the CX dashboard and measure value realization; run the CX operating cadence and define coverage models; lead a team of CX operations and insights professionals.
Seniority
Director, hands-on IC with team leadership