Head of Customer Experience

What You’ll Do

• Strategic Leadership: Execute and operationalize the global CX roadmap, ensuring cross-functional alignment and measurable delivery against strategic objectives to create a seamless "onboarding-to-advocacy" lifecycle.
• Executive Governance: Lead executive engagement for top-tier accounts, partnering with the VP of CX on strategic escalations and enterprise-level decisions.
• P&L & Financial Stewardship: Own the financial health of the enterprise customer portfolio, driving account-level profitability, revenue optimization, renewal strategy, and disciplined management of margin, credits, and AR exposure.
• Framework Architecture: Define and standardize the "Gold Standard" for account management, including the evolution of Quarterly Business Reviews (QBRs) and proactive churn-mitigation playbooks.
• Organizational Scaling: Lead, mentor, and scale a multi-layered team. You are responsible for succession planning and developing the next generation of CX leadership.
• Cross-Functional Synergy: Partner with Product, Operations, and Marketing to translate customer feedback into product roadmaps and operational improvements, ensuring the voice of the customer drives enterprise-wide change.
• Market Intelligence: Act as a thought leader, providing the Executive Leadership Team (ELT) with data-driven insights on competitive threats, market shifts, and emerging ecommerce trends.

Basic Requirements

• Experience: 12+ years in Customer Experience, Account Management, or Success Leadership, with at least 5 years in a "Manager of Managers" capacity within a high-growth environment.
• Commercial Mastery: Proven track record of managing multi-million dollar portfolios and successfully navigating high-stakes contract negotiations and renewals.
• Analytical Rigor: Ability to transform complex data sets into actionable strategies that improve Net Promoter Scores (NPS), Customer Satisfaction (CSAT), and Gross/Net Retention.
• Operational Excellence: Deep understanding of the "Integrations and Implementations" lifecycle—you understand that a great customer experience begins long before the first order is shipped.
• Influence & Presence: Exceptional communication skills with the ability to influence internal executive stakeholders and external C-suite clients.
• Strategic Growth Mindset: A history of identifying "white space" within existing accounts to drive upsell/cross-sell opportunities in collaboration with Sales teams.
• Ability to travel up to 50% domestically to our customer or network sites.