Director of Customer Experience

Salt Digital Recruitment; New York (NY); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Equity package

Competitive compensation

Excellent benefits

Job summary

Salt Digital Recruitment is seeking an experienced Director of Customer Experience to own the full customer journey from onboarding to long-term success in a fast-growing tech environment.

Reporting to the CEO, you will unify Customer Success and Support, build scalable processes, and partner with Product and Sales to shape the roadmap while delivering AI-powered outcomes and measurable health metrics.

Qualifications

• 7+ years leading Customer Success, Experience, or Support teams.
• Experience leading leaders and scaling teams.
• Strong product partnership experience.
• Hands-on experience building AI automations and workflows.
• Strong SQL and data analysis skills.
• Experience building customer health scoring models.
• Ability to operate strategically while remaining hands-on.
• Background in high-growth technology companies.
• Experience in restaurant technology, logistics, marketplace or operational SaaS preferred.

Responsibilities

• Lead Customer Success and Customer Support teams.
• Build and mentor regional leaders.
• Improve retention, adoption and customer satisfaction.
• Create scalable customer health scoring frameworks.
• Build AI-powered automations and operational dashboards.
• Partner closely with Product to influence roadmap decisions.
• Work with Sales to ensure seamless customer handoffs.
• Own executive customer escalations.
• Develop scalable regional playbooks.
• Use SQL and customer data to drive decisions.
• Improve operational efficiency through AI and automation.

Skills

Leadership

Strategic thinking

Cross-functional collaboration

Data-driven decision making

Customer advocacy

Executive communication

Mentoring

Tools

SQL

Data dashboards

Job description

Our client is an innovative, high-growth technology company transforming how businesses manage customer engagement and operational workflows. Backed by experienced leadership and operating within a rapidly expanding market, they combine cutting-edge technology with operational excellence to help thousands of customers improve efficiency and grow their businesses.

They are looking for an experienced Director of Customer Experience to lead the next evolution of their customer organization. The Opportunity Reporting directly to the CEO, you'll own the complete customer journey from onboarding and adoption through support, retention and long-term success. You'll bring together Customer Success and Customer Support into one high-performing Customer Experience organization while partnering closely with Product and Sales to influence roadmap decisions, customer outcomes and business growth. This is a rare opportunity for someone who enjoys both strategy and execution. You'll lead teams while also building scalable operational processes, AI-driven workflows, dashboards and customer health programs.

Responsibilities

• Lead Customer Success and Customer Support teams.
• Build and mentor regional leaders.
• Improve retention, adoption and customer satisfaction.
• Create scalable customer health scoring frameworks.
• Build AI-powered automations and operational dashboards.
• Partner closely with Product to influence roadmap decisions.
• Work with Sales to ensure seamless customer handoffs.
• Own executive customer escalations.
• Develop scalable regional playbooks.
• Use SQL and customer data to drive decisions.
• Improve operational efficiency through AI and automation.

Requirements

• 7+ years leading Customer Success, Customer Experience or Support organizations.
• Experience leading leaders and scaling teams.
• Strong product partnership experience.
• Hands-on experience building AI automations and workflows.
• Strong SQL and data analysis skills.
• Experience building customer health scoring models.
• Ability to operate strategically while remaining hands-on.
• Background in high-growth technology companies.
• Experience in restaurant technology, logistics, marketplace or operational SaaS preferred.

Why Apply?

• Executive visibility reporting directly to the CEO.
• Opportunity to shape company strategy.
• Build a modern AI-enabled Customer Experience function.
• Equity package.
• Competitive compensation.
• Excellent benefits.
• High-growth environment with significant career progression.