Global Chief Experience Officer - CX Strategy & Growth

Fracttal; Ciudad de México; Híbrido; MXN 5.000.000 - 7.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Autonomy

Well-being benefits

Health coverage

Descripción de la vacante

Fracttal is seeking a Chief Experience Officer to lead our global Customer Experience strategy, spanning Onboarding & Implementation, Technical Success, Customer Success, Customer Support, and Digital Customer Experience.

You will drive digital transformation, build scalable operating models, and implement automation and AI initiatives to improve retention, loyalty, and platform adoption. This executive role requires English and Spanish, with experience leading large, cross-functional teams.

Formación

• Experience leading Customer Experience, Customer Success, or After-Sales at Director or C-Level in B2B SaaS.
• Proven ability to lead multidisciplinary, global organisations.
• Experience in high-growth, scalable environments.
• Strong management of Enterprise customer relationships.
• Experience in technology or industrial maintenance is desirable.
• Advanced English and Spanish (required).

Responsabilidades

• Lead Global Customer Experience org (Onboarding & Implementation, Technical Success, Customer Success, Customer Support, Digital Customer Experience).
• Define and execute CX strategy to maximize retention, loyalty, expansion and satisfaction.
• Scale operating models; drive digital transformation, automation and AI initiatives.
• Collaborate with Product, Sales, Finance and Technology to align CX with business goals.
• Manage Enterprise customer relationships and high-impact escalations.
• Monitor key metrics: retention, product adoption and customer satisfaction.

Conocimientos

Executive leadership

Global teams

B2B SaaS

Customer focus

Descripción del empleo

Fracttal is seeking a Chief Experience Officer to lead our global Customer Experience strategy, spanning Onboarding & Implementation, Technical Success, Customer Success, Customer Support, and Digital Customer Experience.

You will drive digital transformation, build scalable operating models, and implement automation and AI initiatives to improve retention, loyalty, and platform adoption. This executive role requires English and Spanish, with experience leading large, cross-functional teams.