Head of Customer Experience
About the role
The Head of Customer Experience at OuterSignal is a senior leadership position with full ownership of the CX function. This role sets the standard for how the company serves its most important customers, builds out the team and systems, and prepares the organization to scale.
What You’ll Do
Own our most strategic accounts — serve as the senior relationship holder for OuterSignal’s most important enterprise clients.
Lead and develop the team — coach a growing CX team, with plans to build out dedicated SMB, mid-market, enterprise, and onboarding/PLG functions within the next 12 months.
Build the department’s infrastructure — stand up the playbooks, onboarding processes, churn-prevention strategies, and QBR frameworks the function runs on.
Partner with sales on handoffs — ensure a clean transition from close to onboarding so new brands activate quickly.
Be the internal voice of the customer — influence the product roadmap and work alongside engineering to make sure customer needs are prioritized.
Hire and grow CX talent — recruit and develop the people who will carry the function as the team scales.
What We're Looking For
5+ years in a B2B SaaS customer success or customer experience role, with at least 2+ years leading or running a team.
Demonstrated experience with e-commerce or DTC brands, and a strong grasp of what heads of e-commerce, retention marketers, and growth teams care about.
Background at companies serving the Shopify or broader e-commerce ecosystem strongly preferred — think Attentive, Klaviyo, or Iterable.
Executive presence and real comfort in senior conversations with CMOs, heads of ecommerce, and brand founders.
Familiarity with the e-commerce agency world is a meaningful plus, particularly as OuterSignal expands its email-marketing capabilities through the Monocle acquisition.
Prowess in operating in a fast-moving, early-stage environment and building structure where little exists.
Strong communicator who can advocate for customers internally and shape strategy at the leadership level.
How To Apply
Submit your resume along with responses to the application questions. We review applications on a rolling basis and will reach out to qualified candidates to discuss potential opportunities.