Postion OverviewThe Customer Experience Director is responsible for the overall health, retention, growth, and support experience of HALOS customers across the United States and United Kingdom.
This is a leadership role with responsibility for Customer Success, Customer Support, customer retention, renewals, expansion strategy, and customer advocacy. The successful candidate will build and lead a high-performing team focused on maximizing customer outcomes while delivering measurable commercial results.
The ideal candidate combines strong SaaS customer success experience with a deep understanding of field-based workforces and operational businesses. They are equally comfortable discussing churn trends, expansion opportunities, support processes, operational metrics, and executive-level customer relationships.
This role requires a high degree of autonomy, sound judgment, and the ability to balance strategic thinking with hands-on execution.
Key ResponsibilitiesCustomer Success Leadership- Lead and develop Customer Success teams across the US and UK.
- Lead scalable customer engagement models across SMB, mid-market, and enterprise segments.
- Drive customer adoption, utilization, retention, and value realization.
- Develop account planning and customer growth strategies for strategic accounts.
- Build executive-level customer relationships and serve as an escalation point when required.
- Implement customer health scoring, churn prediction, and retention programs.
Commercial Performance- Own customer retention and gross/net revenue retention performance.
- Partner with Sales leadership to identify expansion and cross-sell opportunities.
- Drive renewal readiness and commercial account planning processes.
- Develop and monitor key customer metrics including utilization, adoption, retention, and expansion.
- Create a culture where customer success is viewed as a revenue-generating function rather than a service organization.
Customer Support Leadership- Lead global customer support operations.
- Establish scalable support processes, SLAs, escalation paths, and quality standards.
- Improve customer responsiveness while maintaining operational efficiency.
- Drive root-cause analysis and systematic resolution of recurring customer issues.
- Partner with Product and Engineering teams to ensure customer feedback informs product improvements.
Operational Excellence- Develop repeatable processes and performance metrics across Customer Success and Support.
- Establish reporting and forecasting frameworks for retention, churn risk, customer health, and expansion opportunities.
- Ensure disciplined execution and accountability across all customer-facing teams.
- Identify opportunities to improve efficiency through automation, tooling, and AI-enabled workflows.
Leadership & Team Development- Recruit, coach, and develop high-performing Customer Success and Support professionals.
- Build a culture of accountability, customer focus, continuous improvement, and commercial ownership.
- Create clear performance expectations and career development paths.
- Foster strong collaboration across Sales, Product, Operations, and Engineering.
QualificationsRequired- 8-15 years of experience in Customer Success, Customer Experience, Account Management, or related SaaS leadership roles.
- Proven leadership experience managing Customer Success and/or Customer Support organizations.
- Strong commercial orientation with demonstrated success driving retention, renewals, and customer growth.
- Experience working in SaaS businesses with recurring revenue models.
- Experience supporting customers with distributed, field-based, frontline, or operational workforces.
- Strong analytical and process-oriented mindset.
- Demonstrated ability to operate independently and make sound business decisions.
- Excellent communication and executive stakeholder management skills.
Preferred- Experience supporting customers in retail, quick-service restaurant, transportation, logistics, public sector, or other operationally intensive industries.
- Experience leading teams across multiple geographies.
- Experience scaling Customer Success functions in growing SaaS organizations.
- Familiarity with customer health scoring, utilization frameworks, churn analysis, and revenue retention programs.
- Experience leveraging AI and automation to improve customer-facing operations
BenefitsGenerous PTO Allowance
Learning and Development opportunities
Healthcare, vision and dental plans, to include family
Regular company events and social initiatives
401K matching
