Director of Client Experience

Job Summary

A company is looking for a Director of Client Experience.

Key Responsibilities

• Lead the CX team to achieve Net Revenue Retention and churn targets
• Oversee the development and improvement of onboarding, enablement, and adoption programs
• Manage, mentor, and develop a high-performing CX team while fostering a culture of accountability and growth

Required Qualifications

• 7-10+ years of experience in Customer Success, Client Experience, or Post-Sale leadership roles in a B2B SaaS or IT consulting environment
• Demonstrated success in managing Net Revenue Retention and churn metrics
• Proven ability to lead and develop customer-facing teams
• Experience designing customer journeys and success plans
• Data-driven decision-maker with experience using CRM and reporting platforms