Director, Customer Experience & Growth (LA On-site)

Openkrill; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Openkrill is seeking an experienced head of Customer Experience to shape strategy across onboarding, adoption, retention and advocacy. You will work across customer success, support, product, and engineering to strengthen relationships and drive growth from first touch to renewal.

This on-site role in Los Angeles requires leadership of high-performing teams, strong analytical skills, and a track record of turning usage data into improvements.

Qualifications

• 7+ years in customer experience or related leadership roles.
• Experience building and scaling customer-facing teams.
• Strong analytical skills to turn data into actions.
• Experience with CX platforms and feedback systems.
• Excellent communication and stakeholder management.
• Experience defining CX metrics and ROI reporting.

Responsibilities

• Develop and execute a customer experience strategy aligned with company goals.
• Lead, mentor, and grow customer success and support teams.
• Analyze feedback, product usage, and NPS to identify pain points.
• Partner with product and engineering to prioritize features based on impact.
• Define and own CX metrics, and report ROI to leadership.
• Build advisory and community programs to strengthen relationships.
• Oversee onboarding, training, and documentation for implementations.

Job description

Openkrill is seeking an experienced head of Customer Experience to shape strategy across onboarding, adoption, retention and advocacy. You will work across customer success, support, product, and engineering to strengthen relationships and drive growth from first touch to renewal.

This on-site role in Los Angeles requires leadership of high-performing teams, strong analytical skills, and a track record of turning usage data into improvements.