The Opportunity

Great products are only great if customers know how to unlock them, feel supported when they get stuck, and trust that their feedback shapes what gets built next. At Altana, we're building a platform with no real precedent - one that reimagines how enterprises, logistics providers, and government regulators work together to manage global trade in an AI-powered collaboration network. That means the customer experience isn't a support function. It's a competitive advantage.

As a Director of Customer Experience and Product Analytics, you'll own how customers experience Altana, from onboarding to deep adoption, across a customer base that spans the F500, small international suppliers, government entities, and logistics providers. Success means building the systems that capture customers feedback continuously and get it in the hands of teams shaping the roadmap; designing onboarding experiences that make customers productive without the hand holding of Client Services; making documentation a scalable natively-integrated assets that AI agents and customers can use; and designing product telemetry systems to identify where customers get stuck and turn those signals into specific product recommendations.

This role sits at the intersection of product, customer success, and engineering - and you will be the connective tissue between all three.

What You'll Do

Own the End-to-End of the Customer Experience Across the Network

• Define and continuously improve the full customer lifecycle: first touch, sales handoff, onboarding, activation, adoption, expansion, network activation, and renewal
• Define the platform and experience for omni-channel support, AI native support, and the feedback loop of how support makes our customer experiences and product itself better.
• Identify friction in the customer journey - with data, with empathy, and with ruthless prioritization - and coordinate with other product and engineering teams to eliminate it.
• Build the rituals and mechanisms that keep Altana's customer experience responsive to a rapidly evolving product, without adding process overhead that slows the team down.
• Partner with Sales, Customer Success, and Product to ensure every stage of the customer lifecycle is designed intentionally, not inherited by default.

Build an AI-First Feedback Engine

• Design and operate an AI-powered system that continuously synthesizes signals from customer conversations, support tickets, NPS responses, and usage patterns into structured, actionable product intelligence.
• Replace ad hoc "customer said this" updates with a living, queryable knowledge base that sales, product, and engineering teams can access directly - integrated into the development process, not appended to it.
• Automate the synthesis of customer feedback into roadmap inputs: surface themes, flag anomalies, and generate prioritized briefs for product teams without requiring manual curation.
• Champion a culture where customer insight is a first-class artifact - as trustworthy and retrievable by AI agents as it is by humans.

Turn Usage Data Into Product Intelligence for Revenue and Network Growth

• Own the product analytics infrastructure: instrumentation strategy, event taxonomy, dashboard design, and the metrics that actually matter.
• Identify and manage against KPIs for usage growth and network growth (K factors, TTV, PQLs, etc)
• Define and track the leading indicators of customer health - activation depth, feature adoption, workflow completion - not just lagging indicators like churn and NPS.
• Build predictive models that surface at-risk customers before they escalate and identify expansion opportunities before they're missed.
• Translate behavioral data into clear, compelling narratives for the executive team - not just charts, but decisions.

Build and Own the AI-First Customer Success Operating System

• Build an in-product, agentic customer support capability: deliver in-product, multi-lingual support agents and own the underpinning knowledge bases, technical documentation, SOPs, and communication/routing infrastructure to enable agentic and human follow ups and execution.
• Arm the Customer Success team with AI-assisted tooling: automated account summaries, usage anomaly alerts, renewal risk scores, and AI-generated briefings that let CSMs focus on high-value conversations rather than manual research.
• Coordinate with marketing and sales to build scalable, 1:many engagement programs that deliver personalized product guidance, release updates, and educational content based on customer segment, use case, and lifecycle stage.
• Reinvent how Altana communicates product changes: transform release notes from compliance artifacts into clear, customer-centric narratives that drive adoption - distributed through the right channels at the right moment in the customer journey.
• Define the tooling stack (CRM, customer success platforms, analytics, AI agents) and own its integration into a coherent, data-rich operating system.

Close the Loop Between Customers and Builders Without Intermediation

• Build the structures so every product manager and engineer serves as the voice of the customer at product planning. Your efforts will make this signal frictionless to access and analyze.
• Build the feedback loop between how customers receive product updates and how those updates are prioritized - creating a system where customer adoption data informs the next sprint, not just the next quarterly review.

Who You Are

You think in systems, not tickets. You don't just want to solve individual customer problems - you want to build the system that prevents them, surfaces them earlier, and turns them into product improvements automatically. You're energized by the opportunity to replace reactive firefighting with proactive intelligence.

You're AI-native, not AI-curious. You actively use AI tools to do your work: to synthesize, to prototype, to analyze, to communicate. You know what agentic workflows can do and have built or piloted them. You're not waiting for someone to hand you a tool - you're building with what's available today and imagining what's possible tomorrow.

You're fluent across functions. You can sit in a product planning session and speak credibly about instrumentation and customer behavior. You can sit in a CS team standup and understand the operational friction. You can present to a CPO with a clear point of view backed by data. You move between these contexts naturally.

You lead with data and land with story. You can define the metrics that matter, build the infrastructure to measure them, and then translate what you find into a narrative that drives alignment and action. You know the difference between a vanity metric and a decision-making one.

You're a builder, not a reporter. You're not here to document the current state of the customer experience. You're here to redesign it. You have opinions, you prototype quickly, and you hold yourself accountable for outcomes, not just outputs.

You build leverage for the teams around you. Product, Engineering, Design and Commercial all need access to what customers are saying and doing, and you build the systems that put qualitative and quantitative data directly in their hands.
Preferred Qualifications

• 7+ years of experience spanning product management, customer success, product operations, or customer experience - ideally in B2B SaaS or enterprise software
• Demonstrated experience building or owning a customer feedback system that meaningfully influenced product roadmaps
• Hands-on experience with product analytics instrumentation (e.g., Amplitude, Mixpanel, Heap, DataDog, or equivalent) and customer success platforms (e.g., Intercom, ZenDesk, Gainsight, Totango, or equivalent)
• Experience designing and deploying AI-assisted workflows - for customer success teams, for feedback synthesis, or for lifecycle communications
• Strong data skills: ability to define event taxonomies, build dashboards, and derive insight from behavioral data without needing a data analyst to do it for you
• Experience with global trade, supply chain, or regulated enterprise software is a strong plus - but the ability to deeply learn a complex domain matters more
• Prior experience in a high-growth, zero-to-one environment where you had to build the system while running it
• Prior experience in network businesses with a span of customer ACV's, and freemium offerings a plus.

US Salary Range and Benefits

$230,000 - $270,000 USD base salary

The salary range, to the extent specified for this role, is a good faith statement of the minimum and maximum levels of the annual based salary for the position. The base salary offered to a successful candidate will depend on a wide range of compensation factors, including, but not limited to, work experience, education and/or training, critical skills, and/or business considerations. Competitive equity grants are included in the majority of full time offers; and are considered part of Altana's total compensation package. Altana also offers either a discretionary bonus or a variable compensation plan depending on the role. Additionally, Altana offers top-tier benefits for full-time employees, including:

• Flexible Time Off: Altana operates with a Flexible Time Off (FTO) policy that gives you agency over your own time off so you can maximize your work-life balance.
• Parental Leave: We offer industry leading Paid Parental Leave (PPL), providing 14 weeks of leave for non-birthing, adoptive, and foster parents and up to 26 weeks of leave for birthing parents, all paid at 100% of your base salary.
• Health Benefits: We have a full suite of medical, vision, and dental benefits with generous employer contributions, designed to give you flexibility and choice for your individual health situation. Our high deductible health plan is 100% employer paid for employees and supplemented with an employer contribution to your Health Savings Account (HSA). There is also a Flexible Spending Account (FSA) option.
• Supplemental Benefits: Altana provides life, short- and long-term disability, and AD&D insurance coverage, all at no cost to you, so you know that you and your loved ones are covered in case of an emergency.
• 401(k) Savings: Save for and invest in your future using our Guideline 401(k) retirement savings program.
• Commuter Benefits: Save money on your commute by setting aside pre-tax funds for public transit or parking!
• Wellness: Because we value mental and emotional health, every Altana employee has access to a free premium subscription to Calm, the #1 app for meditation, sleep, and mindfulness.
• Pet Insurance: Pets are family too! Keep them healthy with Wishbone insurance and/or our Total Pet vet service and telehealth discount plan.
• Employee Assistance Program: Free access to confidential personal support.
• Dependent Care FSA: You will have access to a Dependent Care FSA, which allows you to set aside pre-tax funds for childcare expenses.

The recruiter assigned to this role can share more information about the specific compensation and benefit details associated with this role during the hiring process.