Director, Customer Experience

Summary

Join Chartbeat's Customer Success Organization as the Director of Customer Experience, a newly created role focusing on optimizing and enhancing customer experience. This senior leadership position within the Revenue organization requires owning the entire customer journey and driving measurable outcomes through scalable programs. You will refine engagement strategies, optimize retention, and directly impact key metrics like Gross Retention Rate (GRR) and Net Revenue Retention (NRR). The role involves close collaboration with various teams, including Customer Success Management, Technical Services, Training & Enablement, Product Marketing, Growth Marketing, and Business Operations. As an individual contributor, you will define the strategy and execute high-impact programs to enhance customer experience. This remote position offers a competitive salary of $150,000-$160,000 annually.

Requirements

• 7-10+ years in Customer Success Management, Customer Operations, Revenue Operations, Customer Experience, or a related field within a B2B SaaS environment
• Comfortable operating at a Director level without direct reports; thrives in ownership roles that require both strategic thinking and direct execution
• 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
• 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
• 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
• Experience rolling out new processes or programs across large CS teams and gaining cross-functional buy-in
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

• 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

Benefits

• $150,000 - $160,000 annually
• Remote