AI-Driven CX Leader | Remote | Growth & Retention

United States Digital Space LLC; United States; Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Remote first culture

Home office stipend

RRSP/401k match

Learning & development opportunities

Company retreat

Internet and phone allowance

Job summary

United States Digital Space LLC seeks a Head of Customer Experience to define and execute a future-focused CX strategy. You will lead AI-enabled, digital-first experiences that accelerate value, improve retention, and scale across all post-sale touchpoints.

You will partner with Product, Engineering, Sales, Marketing, and Revenue Operations to create a cohesive customer journey and high-performing teams in a growth-focused setting.

Qualifications

• 10+ years leading Customer Experience or related functions in B2B SaaS.
• 5+ years managing multiple customer-facing teams through managers.
• Experience improving retention and satisfaction with AI/automation.
• Strong analytical and data-driven decision-making skills.
• Executive presence and cross-functional collaboration with product, eng, sales.

Responsibilities

• Define and execute the CX strategy aligned with PLG/PLS models.
• Own post-sale journey from onboarding to retention and expansion.
• Build scalable processes and dashboards to drive KPIs.
• Lead Customer Operations and integrate Support, Onboarding, and Retention.
• Champion AI/automation to improve outcomes for customers and agents.
• Partner with Product and Engineering to close experience gaps.
• Establish a unified, cohesive customer journey across touchpoints.

Skills

CX leadership

Cross-functional leadership

PLG/PLS experience

Data-driven decisions

Executive presence

SaaS metrics expertise

AI & automation in CX

Tools

Intercom

Gainsight

Salesforce

HubSpot

Gong

Job description

United States Digital Space LLC seeks a Head of Customer Experience to define and execute a future-focused CX strategy. You will lead AI-enabled, digital-first experiences that accelerate value, improve retention, and scale across all post-sale touchpoints.

You will partner with Product, Engineering, Sales, Marketing, and Revenue Operations to create a cohesive customer journey and high-performing teams in a growth-focused setting.