Customer Experience Lead
Core
Lead a Customer Experience team to understand, support, and retain SaaS customers by combining direct engagement with data-driven insights to drive retention and reduce churn.
Role type
Senior Customer Experience Lead (Player-Coach)
Builds
Customer retention initiatives, AI/self-service support models, and evidence-based CX strategies for builders, subcontractors, and suppliers.
Domain
SaaS / Construction Industry Tender Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership and coaching, complex issue resolution, churn analysis, data-driven decision making, cross-functional collaboration, experimentation and metrics tracking, AI and automation strategy.
Preferred skills
Experience in subscription businesses, commercial acumen, comfort with customer data dashboards, passion for AI and self-service evolution.
Technologies
AI support tools, self-service platforms, customer data dashboards.
Responsibilities
Lead and develop Customer Experience Specialists; resolve complex and high-impact customer issues; analyze customer and churn data to identify patterns; design and execute retention experiments; partner with Product, Marketing, and RevOps to solve friction; improve self-service and AI support capabilities; track CX and retention outcomes.
Seniority
Senior, hands-on IC with leadership responsibilities
