Director Customer Experience

We need to output HTML fragment with sections: About the role? The posting has "About the Opportunity". We'll use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include sections only if posting has real content. We have About the Opportunity (we can map to About the role). Responsibilities present. Required Qualifications and Preferred Qualifications: we can combine into Requirements or Qualifications. The instruction: use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which to use. Probably we can have About the role, Responsibilities, Requirements (maybe combine required and preferred), Skills (maybe from qualifications). But we must not create sections with filler. We have no explicit Benefits, Pay, Schedule info. So we should not include those headings. Also we have location and employment type details under Position Details. That could be placed in a short paragraph maybe under About the role or separate? Could be considered metadata; we can fold into a short

. The instruction: do NOT put Job ID/requisition numbers as headings — fold minor metadata into a short

or drop it. So we can include location and employment type in a paragraph. We need to preserve all substantive information. So we need to include the text from About the Opportunity, Responsibilities, Required Qualifications, Preferred Qualifications, Position Details (role title, employment type, location). We'll not repeat the job title as a heading (the page already shows it). So we should not output a heading with the role title again. But we can include it in a paragraph maybe. We need to use

for section headings. So we will have:

About the role

... (About the Opportunity text)

Responsibilities

• ... each responsibility

Requirements

Maybe combine Required and Preferred Qualifications into Requirements? Or we could have Qualifications section. The instruction list includes both Requirements and Qualifications as possible headings. We need to decide which to use. Since we have both required and preferred qualifications, we could have a

Qualifications

and inside list required and preferred. But we must not create filler. We have content for both. We could do:

Qualifications

Required

... but we cannot use h4? Not prohibited but we should stick to allowed headings? The instruction only says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but better to stay within those. Could we split into Requirements and Qualifications? We have both required and preferred; we could put required under Requirements and preferred under Qualifications. That seems reasonable. Thus:

Requirements

list of required qualifications

Qualifications

list of preferred qualifications

We must not repeat the job title as a heading. Already not. We need to include Position Details: Role Title, Employment Type, Location. Could be a short paragraph after Qualifications maybe under About the role? Or we could add a

after Qualifications: "Position Details: Full time, United States." But we should not invent headings. So we can add a

with that info. We must remove boilerplate like EEO etc. Not present. Now we need to preserve all substantive information. Let's extract text. About the Opportunity paragraph: "The hiring organization is seeking a Director of CustomerExperience to lead the customer journey across its productportfolio, from implementation and onboarding throughadoption, ongoing engagement, and renewal. This is a hands-on leadership role requiring directcustomer engagement, the delivery of compleximplementations, strategic account management, andcoaching for Partner Success team members to ensureproducts are successfully incorporated into real-worldproduction workflows. Implementations follow an aggressive timeline wherecustomers are expected to be installed and actively usingtheir product within 30 days of contract start. TheDirector of Customer Experience is responsible formaintaining this standard across the customer base whileworking cross-functionally across Sales, Product, andEngineering." We need to keep spaces correct? The original had missing spaces; we should preserve the meaning but we can fix spacing? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. It didn't say we cannot fix formatting. Probably okay to add spaces for readability. But better to keep as is? Might be okay to add spaces for clarity but not change meaning. I'll add proper spaces. Responsibilities list: each bullet starts with a bullet point. We'll extract each line. Responsibilities: - Lead customer implementations from sales handoff throughlaunch, adoption, and transition into ongoing PartnerSuccess. - Drive customer accounts toward full implementationwithin 30 days of contract start, ensuring milestones,prerequisites, integrations, training, and clientresponsibilities stay on schedule. - Personally direct strategic, complex, or high-visibilityimplementations, including onsite installations andcustomer training sessions. - Manage a portfolio of strategic customer relationships,serving as a trusted advisor throughout the customerlifecycle. - Coach and support Partner Success Managers inimplementation delivery, account management, clientcommunication, and issue resolution. - Ensure every implementation adheres to establishedorganizational standards, including product and customerexperience quality assurance protocols prior to clienttraining. - Oversee the day-to-day execution of onboarding andongoing engagement programs, including implementationsessions, training cadences, business reviews, featureadoption, and pre-renewal strategy. - Monitor product usage, account health, trainingactivity, and client engagement to detect risks early andintervene prior to renewal cycles. - Develop strong relationships with client stakeholdersranging from senior leadership and sales leaders totechnical programmers, content teams, and frontline users. - Identify opportunities for additional products, users,or use cases within existing accounts, equipping Saleswith actionable context for expansion. - Coordinate closely with Sales to facilitate seamlesshandoffs from contract signing into onboarding and addressdiscrepancies in expectations, technical requirements, orproject scope. - Partner with Product and Engineering teams to conveytechnical integration requirements, implementationblockers, defects, and field feedback. - Maintain accurate records of implementation status,customer activity, training history, account healthmetrics, and escalations across customer experienceplatforms. - Contribute to the development and enhancement ofcustomer-facing resources, including onboarding plans,training decks, quick-start guides, and adoptionmaterials. - Identify recurring client challenges, adoption barriers,and workflow patterns to help guide process improvementsand product enhancements. - Lead account recovery initiatives for at-risk accountsthrough direct client intervention, internalcross-functional alignment, and concrete remediationplans. - Travel regularly to client sites for implementations,training, business reviews, and strategic meetings. Required Qualifications list: - 6+ years of experience in Customer Experience, CustomerSuccess, Professional Services, SaaS Implementation,Account Management, or a related customer-facing role. - Demonstrated experience leading complex softwareimplementations involving multiple stakeholders, technicalconfigurations, systems integrations, or workflow changes. - Experience coaching, mentoring, or directly managingcustomer-facing team members. - Proven track record of managing multiple concurrentcustomer projects while maintaining strict ownership ofdeadlines, dependencies, and deliverables. - Comprehensive understanding of customer onboarding,product adoption, account health tracking, retention, andrenewal strategies. - Technical aptitude with the ability to quickly mastercomplex software, troubleshoot customer issues, andcollaborate with Product and Engineering teams. - Familiarity with CRM data structures and integrations,including systems such as Salesforce or HubSpot. - Hands-on experience utilizing customer success, CRM,project management, or workflow tools such as HubSpot,Salesforce, Gainsight, Notion, Trello, or Asana. - Strong written communication skills, with experiencedeveloping customer documentation, implementation plans,status reports, and training assets. - Strong executive presence, with the ability to buildtrust with senior leadership while engaging effectivelywith frontline staff. - Data-driven approach to customer success, using usagedata, engagement metrics, and account health indicators toprioritize initiatives. - Ability to operate effectively in an evolvingenvironment where processes develop continuously withoutpre-existing playbooks for every scenario. - Direct and proactive communication style, focused onsurfacing risks early and driving issues through toresolution. - Sound business judgment with the ability to prioritizetasks based on client impact, revenue risk, and urgency. - Willingness and ability to travel regularly within theUnited States for customer engagements. Preferred Qualifications list: - Working knowledge of APIs, authentication, webhooks,data mapping, user acceptance testing (UAT), or relatedtechnical integration concepts. - Experience operating within broadcast, media,advertising, sales technology, or an equivalentmulti-stakeholder SaaS environment. Position Details: - Role Title: Director of Customer Experience - Employment Type: Full time - Location: United States We should not repeat the job title as a heading, but we can include it in a paragraph. Thus final HTML:

About the role

The hiring organization is seeking a Director of Customer Experience to lead the customer journey across its product portfolio, from implementation and onboarding through adoption, ongoing engagement, and renewal. This is a hands-on leadership role requiring direct customer engagement, the delivery of complex implementations, strategic account management, and coaching for Partner Success team members to ensure products are successfully incorporated into real-world production workflows. Implementations follow an aggressive timeline where customers are expected to be installed and actively using their product within 30 days of contract start. The Director of Customer Experience is responsible for maintaining this standard across the customer base while working cross-functionally across Sales, Product, and Engineering.

Responsibilities

• Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success.
• Drive customer accounts toward full implementation within 30 days of contract start, ensuring milestones, prerequisites, integrations, training, and client responsibilities stay on schedule.
• Personally direct strategic, complex, or high-visibility implementations, including onsite installations and customer training sessions.
• Manage a portfolio of strategic customer relationships, serving as a trusted advisor throughout the customer lifecycle.
• Coach and support Partner Success Managers in implementation delivery, account management, client communication, and issue resolution.
• Ensure every implementation adheres to established organizational standards, including product and customer experience quality assurance protocols prior to client training.
• Oversee the day-to-day execution of onboarding and ongoing engagement programs, including implementation sessions, training cadences, business reviews, feature adoption, and pre-renewal strategy.
• Monitor product usage, account health, training activity, and client engagement to detect risks early and intervene prior to renewal cycles.
• Develop strong relationships with client stakeholders ranging from senior leadership and sales leaders to technical programmers, content teams, and frontline users.
• Identify opportunities for additional products, users, or use cases within existing accounts, equipping Sales with actionable context for expansion.
• Coordinate closely with Sales to facilitate seamless handoffs from contract signing into onboarding and address discrepancies in expectations, technical requirements, or project scope.
• Partner with Product and Engineering teams to convey technical integration requirements, implementation blockers, defects, and field feedback.
• Maintain accurate records of implementation status, customer activity, training history, account health metrics, and escalations across customer experience platforms.
• Contribute to the development and enhancement of customer-facing resources, including onboarding plans, training decks, quick-start guides, and adoption materials.
• Identify recurring client challenges, adoption barriers, and workflow patterns to help guide process improvements and product enhancements.
• Lead account recovery initiatives for at-risk accounts through direct client intervention, internal cross-functional alignment, and concrete remediation plans.
• Travel regularly to client sites for implementations, training,