Head of Customer Experience

Leading the Customer Experience function, the full-time Head of Customer Experience will own strategic enterprise accounts, develop a growing team, and build departmental infrastructure in a remote environment.
Key responsibilities

Own and manage relationships with OuterSignal's most important enterprise clients
Lead and coach a growing customer experience team while developing dedicated functions for various market segments
Establish playbooks, onboarding processes, and churn-prevention strategies for the customer experience department

Required qualifications

5+ years in a B2B SaaS customer success or customer experience role, with at least 2+ years in a leadership position
Experience with e-commerce or DTC brands, particularly in relation to the needs of heads of e-commerce and retention marketers
Background in companies serving the Shopify ecosystem, such as Attentive, Klaviyo, or Iterable, is strongly preferred
Proven ability to operate in a fast-paced, early-stage environment and create structure
Strong executive presence and comfort in senior-level conversations with CMOs and brand founders