Director, Customer Experience Strategy
Core
Lead the post-sales organization's strategic direction, turning customer and market signals into decisions that improve retention, expansion, and long-term customer value.
Role type
Director, Customer Experience Strategy
Builds
Strategic programs, lifecycle design, and executive decision support for the Global Customer Experience organization.
Domain
B2B SaaS (DevSecOps platform)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
B2B SaaS strategy, business planning, cross-functional leadership, data analysis, stakeholder influence, team management, KPI framework design, customer lifecycle strategy, GTM alignment
Preferred skills
Experience with Salesforce, Gainsight, BI tools, SQL, and defining business requirements for data investments
Technologies
Salesforce, Gainsight, BI tools, SQL
Responsibilities
Set vision and priorities for the CX Strategy function; Own annual planning and strategic cadences; Develop business models and KPI frameworks; Lead cross-functional initiatives from ideation to implementation; Shape customer lifecycle strategy and journey design; Partner with Product leaders to integrate voice-of-customer insights; Define strategic requirements for systems and tooling
Seniority
Director, strategic leadership & cross-functional influence
