Director, Customer Experience
Core
Lead a cross-functional pod of Customer Success Managers and Renewals Managers to drive customer value, retention, and expansion for a shared book of business in a B2B SaaS environment.
Role type
Senior IC Customer Experience Director (Pod Leader)
Builds
Customer retention, renewal outcomes, and net revenue retention (NRR) for enterprise accounts
Domain
B2B SaaS / Employee Experience Platform
Required skills
Customer Success leadership, renewal forecasting, territory design, portfolio health management, team coaching, commercial negotiation, cross-functional partnership, data fluency, change management
Preferred skills
AI tool adoption, executive stakeholder alignment, GTM strategy development
Technologies
Vitally, Salesforce, Gong
Responsibilities
Own the pod's renewal forecast and maintain forecast integrity; lead territory design and portfolio health monitoring; coach CSMs and Renewals Managers into strategic advisors; serve as executive sponsor for high-stakes accounts; drive adoption goal-setting and outcome delivery; manage team performance rigorously; co-lead GTM play roadmap with Sales; optimize for NRR and value creation; synthesize joint pod QBRs; resolve complex cross-functional escalations.
Seniority
Director, hands-on IC leadership