Chief Experience Officer Madrid

Fracttal; Alcobendas; Presencial; EUR 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Autonomy & flexibility

Well-being programs

Health coverage

Descripción de la vacante

Fracttal is seeking a Chief Experience Officer to lead our global Customer Experience strategy and drive sustainable growth through an exceptional customer experience. You will head Onboarding & Implementation, Technical Success, Customer Success, Customer Support, and Digital Customer Experience, guiding a team of 50+ professionals to maximize retention, loyalty, expansion, and platform adoption.

This role requires executive leadership, strategic vision, and the ability to scale operations

Formación

• Proven track record leading CX, CS, or After-Sales at director or C-level in B2B SaaS.
• Experience managing global, multidisciplinary teams.
• Experience in high-growth, scalable environments.
• Strong enterprise customer relationships management.
• Desirable background in industrial maintenance or technology sectors.

Responsabilidades

• Be part of FRACTTAL's executive team and head the Global Customer Experience organization.
• Lead a global organization of 50+ professionals across onboarding, technical success, customer success, support, and digital experience.
• Define and execute the global CX strategy to maximize retention, loyalty, expansion, and satisfaction.
• Optimize processes and operating models to scale the CX organization.
• Drive digital transformation, automation, and AI initiatives to enhance customer experience.
• Collaborate with Product, Sales, Finance, and Technology to align CX with business goals.
• Manage Enterprise customers and resolve high-impact escalations.
• Monitor and improve KPIs related to retention, product adoption, and efficiency.

Conocimientos

Customer Experience Leadership

B2B SaaS

Global Teams

Enterprise Customer Management

Strategic Planning

Descripción del empleo

Chief Experience Officer

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).

Competencies

• 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.

We'd love to meet you.