Director, Customer Experience

The Customer Success Organization is looking for an exceptional new leader to join Chartbeat in this brand new role to optimize and enhance the Customer Experience. The Director of Customer Experience will be a critical, senior leader in the Revenue organization, and is accountable for owning the customer journey end-to-end and driving measurable outcomes through scalable programs informed by customer data and feedback. By refining engagement strategies and optimizing retention, the Director ensures the organization delivers exceptional customer value while directly impacting key retention metrics of Gross Retention Rate (GRR), Net Revenue Retention (NRR) – in addition to customer delight and exceptional Customer Satisfaction Scores (CSAT). The Director of Customer Experience will report into the VP of Customer Success, and will partner closely with the Customer Success Management Team, Technical Services Leadership, and the Training & Enablement Team to enhance the customer-facing experience, while also building the internal infrastructure for all customer-facing teams’ processes and procedures with customers. Cross-functionally and across Chartbeat, this leader will collaborate closely with senior leaders in Product Marketing, Growth Marketing, Business Operations, and other key functions to ensure clear ownership and alignment across the customer lifecycle. This leader will bring an unparalleled focus on customer health and value realization, and champion the customer experience internally and externally across Chartbeat and our global customer base. In this newly created role, the Director of Customer Experience will establish a new function within Customer Success – while this is a Director-level position, it is an individual contributor role with broad scope and ownership. This leader will both define the strategy and directly execute high-impact programs that enhance the customer experience.

Essential Job Functions:

Customer Journey Design & Optimization 

• Create a unified, scalable customer journey strategy across product lines, ensuring seamless transitions from onboarding to renewal. 
• Develop programs such as playbooks, health monitoring, and engagement cadences that drive retention and customer success. 
• Collaborate with Training & Enablement and CS Managers to execute impactful initiatives that deliver measurable results. 

Metrics, Reporting, and Customer Health Management 

• Establish and operationalize customer health metrics, CSAT methodologies, and performance KPIs to enable proactive customer management. 
• Build actionable reporting frameworks that support leadership insights and team-level decision-making. 
• Use data-driven strategies to monitor performance, optimize programs, and improve customer outcomes. 
• Create and maintain mechanisms for collecting and sharing customer feedback to inform product, marketing, and CS strategies. 

Cross-Functional Leadership & Collaboration 

• Partner with RevOps, Product Marketing, and Growth Marketing to align initiatives, ensuring clear ownership and cohesive customer lifecycle management. 
• Define boundaries of focus, emphasizing retention and engagement while leaving acquisition, product strategy, and demand generation to respective teams. 
• Streamline handoffs between Insights & Strategy, Training & Enablement, and Customer Success to eliminate friction and optimize customer outcomes. 

Program Development and Customer Retention 

• Drive retention with renewal playbooks, risk mitigation strategies, and early-warning systems targeting churn reduction. 
• Implement customer success plans tailored to address low adoption and improve customer health. 
• Embed best practices in CSM workflows, ensuring teams are equipped for success.  

Operational Excellence 

• Identify gaps in CS tools and processes, partnering with RevOps and Enablement to drive implementation. 
• Continuously refine processes to scale operations, enhance team productivity, and improve customer experience. 
• Establish best practices across Customer Success, focusing on data-driven decision-making and operational efficiency. 

Qualifications:

• Required: 7-10+ years in Customer Success Management, Customer Operations, Revenue Operations, Customer Experience, or a related field within a B2B SaaS environment. 
• Required: Comfortable operating at a Director level without direct reports; thrives in ownership roles that require both strategic thinking and direct execution. 
• Required: Direct customer-facing experience within a B2B SaaS environment – must be able to demonstrate a deep understanding of the customer journey from pre-sales through to renewal
• Required: 3-5+ years of leadership experience managing multi-product portfolios, optimally included a mix of Tech Touch / SMB customers as well as large and complex Enterprise customer relationships. 
• Required: 3-5+ years of experience implementing and executing a tiered service model and associated CSM playbooks, KPIs, and systems and processes for tracking and reporting on CS activities is a major plus 
• Required: Experience rolling out new processes or programs across large CS teams and gaining cross-functional buy-in. 
• Customer Success or Account Management leadership or individual contributor experience with direct commercial responsibility is a major plus 
• Experience implementing the Customer Journey for a Scaled Customer Success, 1:Many, or Tech Touch book of business is a major plus 

Demonstrated Core Competencies: 

• Strategic Leadership: Proven ability to lead teams, develop customer programs, and achieve measurable retention and satisfaction results. 
• Data-Driven: Expertise in creating KPIs, health scores, and data reporting frameworks to drive strategy and inform decision-making. 
• Operational Excellence: Experience in process improvement, systems implementation, and scaling Customer Success operations. 
• Collaboration: Strong cross-functional leadership skills, with a demonstrated ability to align teams and drive cohesive initiatives.

Compensation: $150,000 - $160,000 annually

Location:  Remote