Director, Customer Experience Strategy
Ladders · United States · 6 days ago
RemoteRemoteOTHR$168k–$286k/yrFull-time
Responsibilities
- Set vision and priorities for the CX Strategy function to enhance customer lifecycle outcomes
- Manage annual planning and strategic cadences for Customer Experience initiatives
- Develop business models and KPI frameworks for better decision-making in CX leadership
- Lead cross-functional initiatives from ideation to implementation
- Design customer lifecycle strategies improving engagement and outcomes
- Incorporate voice-of-customer insights into product and program strategies
- Define business cases for system and process improvements with CX Operations
Qualifications
- 5-7 years of experience in strategy, analytics, customer success, renewals, or business planning in a B2B SaaS environment
- Strong business acumen connecting customer strategies and operational metrics
- Proven success in leading cross-functional initiatives with senior stakeholders
- Experience in hiring and managing high-performance remote teams
- Proficient in analytical tools and systems like Salesforce and SQL
- Excellent communication skills for creating executive-level documents and proposals
- Comfortable in a remote work environment with a focus on ownership and transparency
Benefits
- Comprehensive health, financial, and well-being benefits
- Flexible Paid Time Off to maintain work-life balance
- Access to Team Member Resource Groups for community and support
- Equity compensation and Employee Stock Purchase Plan opportunities
- A Growth and Development Fund for personal and professional development
- Parental Leave to support family growth