Director, Customer Experience & Scaled Success
Leads the strategy and architecture for scalable customer onboarding, adoption, engagement, community, and advocacy programs at a B2B SaaS company. The role requires 8–10+ years of customer-facing program experience, strong lifecycle and behavioral engagement expertise, and the ability to build data-driven systems from scratch.
About the job
Responsibilities
- Build scalable onboarding and adoption journeys that create consistent customer experiences.
- Reduce operational and coordination burden on Customer Success Managers through repeatable programs, workflows, and engagement systems.
- Design automated and semi-automated engagement motions using lifecycle, behavioral, and product-usage signals.
- Identify customer friction points, adoption gaps, and engagement drop-offs, then design interventions to improve outcomes at scale.
- Design and evolve customer programs, including webinars, forums, community initiatives, advocacy, and executive engagement experiences.
- Drive experimentation and continuous optimization of journeys and programs.
- Define and own metrics and performance outcomes, including adoption, engagement, NRR, and customer health.
- Partner with Customer Ops, Learning & Enablement, Marketing, Product, and Customer Success to deliver cohesive customer experiences.
Requirements
- 8–10+ years of experience in Customer Success, Customer Experience, Lifecycle Programs, Community, or related B2B SaaS roles.
- Experience building scalable customer engagement systems beyond managing campaigns.
- Proven ability to operationalize repeatable customer motions in growing organizations.
- Strong understanding of customer journey design, adoption systems, and behavioral engagement.
- Experience reducing operational complexity and improving leverage for customer-facing teams.
- Data-driven mindset with the ability to use behavioral and engagement signals to improve outcomes.
- Comfort operating in ambiguity and building systems from scratch.
- Strong cross-functional collaboration skills.
- Curiosity about AI-enabled workflows and customer adoption of new operational behaviors.
- Pragmatic, iterative, and execution-oriented builder mentality.
- Curiosity about AI and emerging technologies, with sound judgment to apply them thoughtfully and responsibly.
Compensation & Benefits
- Annual base salary: $115,500–$214,500 USD.
- Equity grants for all employees.
- 4% matching 401(k) program.
- Medical, dental, vision, disability, and life insurance coverage for employees working 30+ hours per week.
- Monthly wellness stipend.
- Paid parental leave.
- Flexible vacation policy.
Skills
Customer Success, Customer Experience, Lifecycle Programs, B2B SaaS, Customer Journey Design, Behavioral Engagement, Customer Onboarding, Customer Adoption, Community Programs, Customer Advocacy, Customer Health Metrics, Product Usage Signals, Artificial Intelligence, Cross-Functional Collaboration
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