Director, Customer Experience

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

We are looking for a creative, passionate, and customer-focused Director of Customer Experience to join the Wellness team. This is a pivotal role for a strategic and people-savvy leader who thrives in building up others and shaping the future of customer service.

In this role, you will be responsible for developing and executing customer success strategies, identifying operational gaps, and driving improvements in customer satisfaction. But above all, this role requires a strong focus on coaching, growing, and leading our current CX management team. Success here depends on your ability to lead through others—guiding existing managers to improve performance, strengthen their people leadership skills, and elevate the entire function.

The ideal candidate will bring:

• Deep experience in leading and mentoring managers
• A strong background in change management and identifying performance gaps at the team and leadership levels
• A track record of upskilling leadership and creating a culture of accountability, growth, and customer-centricity
• Proven success in shaping and executing CX strategies that deliver real impact
• Comfort with tools such as Salesforce and onboarding platforms (a plus)

Primary Responsibilities:

Leadership & Organizational Development

• Lead, mentor, and develop the Customer Experience management team (Onboarding, Customer Success, Customer Support) with a strong focus on people management, coaching, and leadership growth
• Build and scale the Customer Experience organization, ensuring the right structure, skills, and mindset are in place for future growth
• Champion a culture of accountability, continuous improvement, and customer-centricity across the CX function
• Identify skill gaps within leadership and frontline teams, and implement targeted development plans to upskill team members and elevate performance
• Drive change management initiatives to improve team effectiveness, customer experience outcomes, and cross-functional collaboration
• Provide ongoing training, guidance, and support to ensure adoption of best practices and alignment across all CX functions

Customer Experience Strategy & Execution

• Design and execute customer experience strategies that strengthen relationships, improve satisfaction, and reduce churn
• Ensure successful execution of customer success programs across the customer lifecycle, from onboarding through support
• Develop and implement customer retention strategies based on data-driven insights and customer feedback
• Monitor and optimize CX technologies (CRM, onboarding tools, etc.) to enable team efficiency and seamless customer experiences
• Collaborate with cross-functional partners to embed CX into broader company goals and ensure alignment across teams
• Analyze customer insights and performance data to identify improvement opportunities and inform strategic decisions

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Customer Experience, or related field
• 5–10 years of progressive experience in customer experience, customer success, or related roles
• Minimum 3 years in a people leadership role, preferably with experience leading other managers
• Demonstrated success in building and growing CX teams and leading change across organizations

Skills & Competencies:

• Proven ability to analyze customer behavior and identify attrition issues
• Skilled in surveying and interviewing past and current customers to identify root causes for churn
• Experience installing systems, processes, and workflows
• Ability to develop and implement customer retention strategies
• Strong analytical and data analysis skills
• Collaborative project management and communication capabilities
• Confident presenting project updates to executive leadership

Buckhead/ Atlanta GA area preferred but will consider remote US.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.