Director of Customer Experience

Lucidya; Saudi Arabia; On-site; SAR 93,000 - 132,000; Full time

Job summary

A leading technology firm is seeking a Director of Customer Experience to enhance the customer journey and maximize lifetime value. You will lead a team of Customer Success Managers, oversee strategic initiatives, and collaborate with cross-functional teams to ensure exceptional customer satisfaction. Candidates should have 8-10+ years of B2B SaaS experience, a relevant bachelor's degree, and proficiency in CRM and analytics tools. This role is pivotal in driving product adoption and retaining customers.

Qualifications

• 8-10+ years of experience in customer-facing or post-sales leadership roles within a B2B SaaS environment.
• Experience in scaling teams and operations during company growth is highly valued.

Responsibilities

• Define and lead the overall CX strategy focusing on driving product adoption.
• Build, mentor, and manage a high-performing team of Customer Success Managers and support professionals.
• Map and analyze the entire customer journey to identify pain points.
• Own and monitor key performance indicators such as NPS and CSAT.
• Collaborate closely with Product, Sales, Marketing, and Engineering teams.
• Implement scalable processes and systems for operational efficiency.
• Address complex customer issues and act as the 'voice of the customer'.

Skills

Leadership & Communication

Strategic & Analytical Thinking

Empathy & Problem-Solving

Adaptability

Education

Bachelor's degree in Business Administration, Marketing, or related field

MBA or relevant professional certifications (e.g., CCXP)

Tools

Salesforce

HubSpot

Gainsight

Tableau

Power BI

Job description

The Director of Customer Experience is a strategic leadership role responsible for defining and executing initiatives that enhance the entire customer journey, drive retention, and maximize customer lifetime value. This role bridges the gap between customer needs and business objectives, ensuring a customer‑centric culture across the organization.

Roles & Responsibilities

• Strategic Planning: Define and lead the overall CX strategy, focusing on driving product adoption, customer retention, and expansion opportunities (upsell/cross‑sell).
• Team Leadership & Management: Build, mentor, and manage a high‑performing team of Customer Success Managers (CSMs) and support professionals; foster a culture of excellence and customer advocacy.
• Customer Journey Optimization: Map and analyze the entire customer journey, from onboarding to renewal, to identify pain points and implement improvements for a seamless experience.
• Data Analysis & Performance Metrics: Own and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and Annual Recurring Revenue (ARR); use data‑driven insights to inform strategies and executive reporting.
• Cross‑Functional Collaboration: Collaborate closely with Product, Sales, Marketing, and Engineering teams to ensure a unified approach to customer interactions and advocate for product enhancements based on customer feedback.
• Process & Operational Excellence: Implement scalable processes and systems, including automation and AI‑driven support, to optimize customer experiences and operational efficiency.
• Crisis Management & Advocacy: Address complex customer issues and escalations promptly, while acting as the "voice of the customer" within the company to ensure customer needs are met and relationships are maintained.

Experience

8-10+ years of experience in customer‑facing or post‑sales leadership roles within a B2B SaaS environment; experience in scaling teams and operations during company growth is highly valued.

Education

A bachelor's degree in Business Administration, Marketing, or a related field is required, with an MBA or relevant professional certifications (e.g., CCXP) is a plus.

Technical Skills

Proficiency with CRM software (e.g., Salesforce, HubSpot), customer success platforms (e.g., Gainsight), and data analytics and reporting tools (e.g., Tableau, Power BI).

Soft Skills

• Leadership & Communication: Exceptional interpersonal, presentation, and team management skills.
• Strategic & Analytical Thinking: Ability to synthesize complex data and feedback into actionable strategies and make data‑driven decisions.
• Empathy & Problem‑Solving: A genuine obsession for the customer experience and the ability to identify and resolve root causes of issues.
• Adaptability: The ability to navigate rapid technological shifts and evolving customer expectations is crucial.