Director Customer Experience

Fullsteam; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company in the wellness sector is seeking a Director of Customer Experience to enhance customer satisfaction and lead a talented team. This strategic role focuses on developing customer success strategies and improving team performance. The ideal candidate will have significant experience in leadership and change management, with a proven ability to drive customer-centric initiatives. The position is primarily based in the Buckhead/Atlanta GA area but offers remote options across the US.

Qualifications

• 5–10 years of experience in customer experience or related roles.
• Minimum 3 years in a people leadership role.

Responsibilities

• Lead and develop the Customer Experience management team.
• Design and execute customer experience strategies.
• Drive change management initiatives for team effectiveness.

Skills

Leadership

Change Management

Customer-Centricity

Analytical Skills

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Marketing

Bachelor’s degree in Customer Experience

Tools

Salesforce

CRM

Job description

Join to apply for the Director Customer Experience role at Fullsteam

Senior Recruiter @ Fullsteam| Sales Recruitment Expert

We are looking for a creative, passionate, and customer-focused Director of Customer Experience to join the Wellness team. This is a pivotal role for a strategic and people-savvy leader who thrives in building up others and shaping the future of customer service.

In this role, you will be responsible for developing and executing customer success strategies, identifying operational gaps, and driving improvements in customer satisfaction. Above all, this role requires a strong focus on coaching, growing, and leading our current CX management team. Success depends on your ability to lead through others—guiding existing managers to improve performance, strengthen their people leadership skills, and elevate the entire function.

The ideal candidate will bring:

• Deep experience in leading and mentoring managers
• A strong background in change management and identifying performance gaps at the team and leadership levels
• A track record of upskilling leadership and creating a culture of accountability, growth, and customer-centricity
• Proven success in shaping and executing CX strategies that deliver real impact
• Comfort with tools such as Salesforce and onboarding platforms (a plus)

Primary Responsibilities:

Leadership & Organizational Development

• Lead, mentor, and develop the Customer Experience management team (Onboarding, Customer Success, Customer Support) with a strong focus on people management, coaching, and leadership growth
• Build and scale the Customer Experience organization, ensuring the right structure, skills, and mindset are in place for future growth
• Champion a culture of accountability, continuous improvement, and customer-centricity across the CX function
• Identify skill gaps within leadership and frontline teams, and implement targeted development plans to upskill team members and elevate performance
• Drive change management initiatives to improve team effectiveness, customer experience outcomes, and cross-functional collaboration
• Provide ongoing training, guidance, and support to ensure adoption of best practices and alignment across all CX functions

Customer Experience Strategy & Execution

• Design and execute customer experience strategies that strengthen relationships, improve satisfaction, and reduce churn
• Ensure successful execution of customer success programs across the customer lifecycle, from onboarding through support
• Develop and implement customer retention strategies based on data-driven insights and customer feedback
• Monitor and optimize CX technologies (CRM, onboarding tools, etc.) to enable team efficiency and seamless customer experiences
• Collaborate with cross-functional partners to embed CX into broader company goals and ensure alignment across teams
• Analyze customer insights and performance data to identify improvement opportunities and inform strategic decisions

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Customer Experience, or related field
• 5–10 years of progressive experience in customer experience, customer success, or related roles
• Minimum 3 years in a people leadership role, preferably with experience leading other managers
• Demonstrated success in building and growing CX teams and leading change across organizations
• Proven ability to analyze customer behavior and identify attrition issues
• Skilled in surveying and interviewing past and current customers to identify root causes for churn
• Experience installing systems, processes, and workflows
• Ability to develop and implement customer retention strategies
• Strong analytical and data analysis skills
• Collaborative project management and communication capabilities
• Confident presenting project updates to executive leadership

Buckhead/Atlanta GA area preferred but will consider remote US.