Director of Customer Experience

We’re looking for a customer-obsessed, execution-focused Director of Customer Experience to build and lead our Support and Customer Success functions as we scale our hardware and ARR-based solutions. This person will be the unifying force behind reactive support and proactive success—ensuring that customers receive value from the moment a sale closes through onboarding, adoption, and beyond.

This is a highly cross-functional role that works closely with Engineering, Product, Sales, and Ops, with a mandate to create repeatable, scalable customer experiences across our growing customer base. You will set the tone for how we serve customers at a critical growth stage. Your work will not just improve today’s customer experience—it will define the systems, culture, and standards that allow us to scale globally without losing the trust we’ve built.

Key Responsibilities

• Design and execute the Customer Experience strategy covering onboarding, support, retention, and expansion.
• Create scalable processes, playbooks, and KPIs that can evolve as ARR and customer base grow.
• Lead and coach the current Support team while adding new capabilities in Success and onboarding.
• Develop and implement onboarding programs for new customers (hardware, firmware installation,  and ARR) that shorten time-to-value.
• Establish a proactive engagement model for key accounts to drive adoption, prevent churn, and identify upsell opportunities.
• Build a health scoring model and intervention playbooks for at-risk accounts.
• Drive data-driven decision-making by optimizing Zendesk configuration, workflows, and reporting to ensure SLA compliance and high CSAT.
• Implement tiered support levels and escalation protocols for technical and product issues.
• Reduce recurring issues through root cause analysis and collaboration with Product, Operations,  and Engineering.
• Partner with Product to ensure customer feedback shapes roadmap priorities and launch readiness.
• Align with Sales on account handoffs, renewal processes, and expansion plays
• Provide the leadership team with data-driven insights into customer health, retention, and satisfaction.

What We're Looking For

• 5–10+ years of experience in Customer Success, Support, or related post-sales roles
• Comfortable working in fast-paced, hardware/software, or SaaS hybrid environments
• Track record of building teams, not just managing them
• Cultivates a winning culture and inspires the team to deliver exceptional customer outcomes.
• Builds trust through transparent communication, open feedback loops, and active listening with both customers and internal teams.
• Fosters collaboration across functions, ensuring alignment between Support, Success, Product, Engineering, and Sales.
• Adept at managing up, across, and down to drive alignment
• Experience interfacing directly with OEMs and/or enterprise buyers
• Comfortable with technical complexity (firmware/cloud/data flow understanding is a plus)
• Travel may be required both domestically and internationally.