10+ years in customer experience or customer success, preferably in B2B SaaS
Proven experience in building and leading high-performing customer teams
Strong analytical skills for data-driven decision making
Familiarity with customer experience platforms and analytics tools
Excellent communication skills for diverse stakeholder engagement
Customer-focused mindset linking needs to business outcomes
Responsibilities
Develop and implement a customer experience strategy aligned with company goals
Lead and mentor customer success and support teams
Analyze customer feedback and metrics to identify improvement areas
Collaborate with product and engineering to enhance customer satisfaction
Define and report on customer experience metrics to leadership
Establish customer advisory boards and community programs for deeper insights
Oversee onboarding and training for seamless customer implementations
Benefits
Opportunity to lead customer experience initiatives
Collaborative work environment across multiple departments
Focus on professional development and team scaling
Engagement with customer advisory boards for direct feedback
Access to analytics tools for data-driven strategies
Full Job Description
About the Role
Lead customer experience strategy and execution across the customer journey, from onboarding through retention and advocacy. This role works across customer success, support, product, and engineering to strengthen customer relationships, improve satisfaction, and support business growth. What You'll Do
Develop and execute a customer experience strategy aligned with company goals and market opportunities.
Lead, mentor, and scale customer success and support teams.
Analyze customer feedback, product usage, and NPS metrics to identify pain points and improvement opportunities.
Partner with product and engineering to prioritize features and fixes that improve customer satisfaction.
Define customer experience metrics and report on progress and impact to leadership.
Build customer advisory boards and community programs to deepen relationships and gather insights.
Oversee onboarding, training, and documentation to support smooth customer implementations.
What We're Looking For
10+ years of experience in customer experience, customer success, or a related field, including leadership experience, ideally in B2B SaaS.
A track record of building and scaling high-performing customer-facing teams.
Strong analytical skills and the ability to turn data into practical strategies.
Experience with customer experience platforms, analytics tools, and customer feedback systems.
Excellent communication and stakeholder management skills across technical and non-technical teams.
A customer-focused approach and the ability to connect customer needs to business impact.
Compensation & Benefits
Visa sponsorship is not available for this role. Location
The primary location is Los Angeles, California. The work arrangement was not specified.
