Chief Experience Officer (CXO)

Fracttal; Medellín; Hybrid; COP 260,000,000 - 480,000,000; Full time

Benefits offered by this job

Autonomy & flexibility

Well-being program

Health coverage

Life-event support

Collaborative culture

Job summary

Fracttal in Medellín is seeking a Chief Experience Officer (CXO) to lead our global Customer Experience strategy and drive sustainable growth through an exceptional customer journey. You will oversee Onboarding & Implementation, Technical Success, Customer Success, Customer Support, and Digital Customer Experience, guiding a cross-functional team of 50+ professionals.

You will design scalable operating models, promote digital transformation, and apply automation and AI to strengthen

Qualifications

• Experience as Director or C-Level leading CX, CS, or After-Sales in B2B SaaS.
• Proven track record managing global, multidisciplinary teams.
• Experience in high-growth, scalable environments.

Responsibilities

• Lead global Customer Experience strategy and objectives across Onboarding, Implementation, Technical Success, Customer Success, Customer Support, and Digital CX.
• Define scalable operating models and drive digital transformation across the organization.
• Collaborate with Product, Sales, Finance and Technology to align CX strategy with business goals.
• Drive initiatives in retention, expansion, loyalty and platform adoption.
• Oversee management of Enterprise relationships and resolution of high-impact escalations.

Skills

CXO leadership

Global operations

Enterprise customers

B2B SaaS expertise

Digital transformation

Job description

Build technology with real impact at Fracttal.

At Fracttal, we develop technology that transforms the way companies manage maintenance and assets. We help organizations around the world operate more safely, efficiently, and sustainably.

From Spain, together with our teams in Chile, Colombia, Brazil, and Mexico, we build a technology platform that has a direct impact on the daily work of operational teams, technical professionals, and business leaders.

If you're motivated by building products with real impact and solving complex challenges, this could be your next step.

Role Purpose

At FRACTTAL, we are looking for a Chief Experience Officer (CXO) to lead our global Customer Experience strategy and contribute to the company's sustainable growth through an exceptional customer experience.

As part of the executive team, you will be responsible for defining and evolving the overall Customer Experience strategy, ensuring a customer-centric global operation throughout the entire customer lifecycle. You will lead the Onboarding & Implementation, Technical Success, Customer Success, Customer Support, and Digital Customer Experience teams, driving initiatives focused on customer retention, expansion, loyalty, and platform adoption.

This role will be key to designing scalable operating models, promoting digital transformation, and incorporating automation and artificial intelligence solutions that strengthen the customer experience and business efficiency.

Your Mission

• Be part of FRACTTAL's global executive team as a C-Level leader, heading the Global Customer Experience organization and being accountable for its objectives, results, and key performance indicators.
• Lead a global organization of more than 50 professionals across Onboarding & Implementation, Technical Success, Customer Success, Customer Support, and Digital Customer Experience.
• Define and execute the global Customer Experience strategy to maximize customer retention, loyalty, expansion, and satisfaction.
• Optimize processes, methodologies, and operating models to efficiently scale the Customer Experience organization.
• Drive digital transformation, automation, and artificial intelligence initiatives to enhance the customer experience.
• Collaborate cross-functionally with the Product, Sales, Finance, and Technology teams to align the Customer Experience strategy with business objectives.
• Lead the management of Enterprise customers and the resolution of high-impact strategic escalations.
• Monitor and improve key indicators related to customer retention, product adoption, customer satisfaction, and operational efficiency.

What We're Looking For

Requirements

• Experience leading Customer Experience, Customer Success, or After-Sales organizations at the Director or C-Level within B2B SaaS companies.
• Proven track record leading multidisciplinary teams and global organizational structures.
• Experience working in high-growth and scalable environments.
• Strong experience managing Enterprise customer relationships.
• Experience in technology companies or the industrial maintenance industry is desirable.

Knowledge

• Customer Success and Customer Experience strategies.
• B2B SaaS business models.
• Revenue Retention Management.
• Customer retention, expansion, and loyalty strategies.
• Churn management, health score, and customer experience metrics.
• Digital transformation, automation, and artificial intelligence applied to customer experience.
• Complex implementations, Enterprise onboarding, and support operations.
• Performance indicator management and business metrics analysis.

Languages

• Advanced English and Spanish (required).
• Strategic vision and business orientation.
• Executive leadership and cross-functional influence.
• Analytical thinking and data-driven decision-making.
• Ability to lead organizational transformation initiatives.
• Operational scalability mindset and continuous improvement.
• Excellent executive communication and stakeholder management.
• Strong results orientation and customer focus.
• Ability to work effectively in both technical and business environments.

It Will Be a Plus If You Have

• Portuguese or French (preferred).

What You'll Find at Fracttal

At Fracttal, we care for people by offering:

• Autonomy and flexibility, based on trust and accountability, to manage your time and work with professional judgment.
• Well-being integrated into everyday work, with benefits that support your physical, emotional, and personal well-being.
• Complementary health coverage, because we know that performing at your best starts with feeling your best.
• Support during important moments in your life, both inside and outside of work.
• A collaborative, people-centered, and impact-driven environment where technology serves a clear purpose.

At Fracttal, well-being is not an additional benefit—it's part of how we lead and how we build technology with real impact.

Ready to join us?

At Fracttal, you'll find a collaborative, challenging, and continuously growing environment where your work makes an impact from day one.