Role OverviewThe Customer Experience Director is responsible for the overall health, retention, growth, and support experience of HALOS customers across the United States and United Kingdom. This is a leadership role with responsibility for Customer Success, Customer Support, customer retention, renewals, expansion strategy, and customer advocacy.
What You Will Do
Lead and develop Customer Success teams across the US and UK, drive customer adoption, utilization, retention, and value realization, and implement customer health scoring, churn prediction, and retention programs.
Why It Might Be a Fit
The ideal candidate combines strong SaaS customer success experience with a deep understanding of field-based workforces and operational businesses, and is equally comfortable discussing churn trends, expansion opportunities, support processes, operational metrics, and executive-level customer relationships.
Requirements
- 8–15 years of experience in Customer Success, Customer Experience, Account Management, or related SaaS leadership roles
- Proven leadership experience managing Customer Success and/or Customer Support organizations
- Strong commercial orientation with demonstrated success driving retention, renewals, and customer growth
- Experience working in SaaS businesses with recurring revenue models
- Experience supporting customers with distributed, field-based, frontline, or operational workforces
- Strong analytical and process-oriented mindset
- Demonstrated ability to operate independently and make sound business decisions
- Excellent communication and executive stakeholder management skills
Benefits
- Generous PTO Allowance
- Learning and Development opportunities
- Healthcare, vision and dental plans, to include family
- Regular company events and social initiatives
- 401K matching
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