Director Customer Experience Strategy

You will set the vision and priorities for the Customer Experience Strategy function and turn customer, market, and business signals into clear decisions. You will lead annual planning, lifecycle design, segmentation, executive decision support, strategic programs, and performance insight across Customer Success, Renewals, and Professional Services. You will develop business models and KPI frameworks, lead cross-functional initiatives, shape customer journey strategy, bring customer insights into roadmap decisions, and define requirements for systems, tooling, reporting, and process improvements.

Responsibilities

• Set the vision and priorities for the Customer Experience Strategy function.
• Lead annual planning and in-year strategic cadences for Customer Experience.
• Develop business models, KPI frameworks, and executive decision support.
• Lead high-priority cross-functional initiatives from ideation through implementation.
• Shape customer lifecycle strategy, including journey design, handoffs, engagement models, and program recommendations.
• Bring voice-of-customer insights, adoption signals, and feedback into roadmap and strategic decisions.
• Define strategic requirements and business cases for systems, tooling, reporting, and process changes.

Requirements

• Progressive experience in strategy, analytics, customer success, renewals, revenue operations, consulting, or business planning roles in a B2B SaaS environment.
• Business acumen connecting customer lifecycle strategy to operating metrics, planning decisions, financial considerations, and go-to-market outcomes.
• Experience leading cross-functional initiatives and influencing senior stakeholders without direct authority.
• Experience hiring, developing, and leading distributed teams.
• Analytical and problem-solving skills to interpret complex data and create recommendations, business cases, and strategic decisions.
• Fluency with Salesforce, Gainsight, BI tools, spreadsheets, and SQL.
• Written and verbal communication skills for executive-ready documents, decks, proposals, and recommendations.
• Ability to work in an all-remote, asynchronous environment.

Benefits

• Health, financial, and well-being benefits.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity compensation and Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.