# Director, Customer Experience & Scaled Success

**Company:** [Hi Marley](https://hotfix.jobs/companies/hi-marley)
**Location:** Boston, MA
**Role:** Customer Success
**Salary:** $116k – $215k/yr
**Experience:** 10+ years
**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
**Posted:** 2026-05-28

> 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.

## Job Description

## 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.

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