Global Chief Experience Officer: CX & Growth Leader

Fracttal; Alcobendas; On-site; EUR 180,000 - 240,000; Full time

Benefits offered by this job

Autonomy & flexibility

Well-being programs

Health coverage

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer Experience Leadership

B2B SaaS

Global Teams

Enterprise Customer Management

Strategic Planning

Job description

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