Director, Customer Experience & Scaled Success
About the role
We are seeking a Director, Customer Experience & Scaled Success to lead the development of customer engagement strategies and programs. This role will focus on creating scalable onboarding and adoption journeys, designing automated engagement motions, and optimizing customer programs to enhance customer success and loyalty.
Responsibilities
- Build scalable onboarding and adoption journeys that create more consistent customer experiences
- Operationalize repeatable customer motions in growing organizations
- Reduce operational and coordination burden on Customer Success Managers through repeatable programs, workflows, and engagement systems
- Design automated and semi-automated engagement motions using lifecycle, behavioral, and product usage signals
- Identify customer friction points, adoption gaps, and engagement drop-offs, and design interventions to improve outcomes at scale
- Design and evolve customer programs including webinars, forums, community initiatives, advocacy, and executive engagement experiences
- Drive experimentation and continuous optimization of journeys and programs
- Define and own metrics and performance outcomes (adoption, engagement, NRR, customer health)
- Partner cross-functionally with Customer Ops, Learning & Enablement, Marketing, Product, and Customer Success to deliver cohesive and valuable experiences
Requirements
8-10+ years in Customer Success, Customer Experience, Lifecycle Programs, Community, or related B2B SaaS roles
Experience building scalable customer engagement systems, beyond managing campaigns
Proven ability to operationalize repeatable customer motions in growing organizations
Strong understanding of customer journey design, adoption systems, and behavioral engagement
Data-driven mindset with the ability to use behavioral and engagement signals to improve outcomes
Comfort operating in ambiguity and building systems from scratch
Strong cross-functional collaboration skills
Curious about AI-enabled workflows and how customers adopt new operational behaviors
Builder mentality: pragmatic, iterative, and execution-oriented
A genuine curiosity about AI and emerging technologies, paired with the judgment to apply them thoughtfully and responsibly
Qualifications
Experience in a leadership role within a customer success or customer experience function
Proven track record of driving customer success and retention
Ability to manage multiple projects and priorities simultaneously
Excellent communication and interpersonal skills
Strong analytical and problem-solving skills
Skills
- Customer journey design
- Behavioral engagement
- Product usage signals
- Scalable engagement systems
- Customer success management
- Customer experience leadership
Benefits
Comprehensive total rewards package including:
- Equity grants for all employees
- 4% matching 401(k) program
- Medical, dental, vision, disability, and life insurance coverage
- Monthly wellness stipend
- Paid parental leave
- Flexible vacation policy
Pay
The annual base salary for this role is expected to fall within the range of $115,500-$214,500, depending on experience, skills, qualifications, and location.
Schedule
This role involves joining us in the Boston office for 2-3 days each week.