Director, Scaled Customer Experience & Growth

Hi Marley Inc; Boston (MA); Hybrid; USD 115,500 - 214,500; Full time

Benefits offered by this job

Equity grants

401(k) match

Healthcare coverage

Wellness stipend

Parental leave

Flexible vacation

Job summary

Hi Marley is seeking a Director of Customer Experience & Scaled Success to architect scalable onboarding and adoption journeys, advocate programs, and community experiences. This leader will own the end-to-end customer engagement model, from deployment to habitual usage, with a focus on improving outcomes at scale.

The role emphasizes designing repeatable motions, reducing operational friction for Customer Success, and partnering with Product, Marketing, and Learning teams.

Qualifications

• 8–10+ years in Customer Success, Customer Experience, Lifecycle Programs or related B2B SaaS roles.
• Experience building scalable customer engagement systems beyond campaigns.
• Ability to operationalize repeatable customer motions in growing organizations.
• Strong understanding of journey design, adoption systems, and behavioral engagement.

Responsibilities

• Build scalable onboarding and adoption journeys to create more consistent customer experiences.
• Reduce operational and coordination burden on Customer Success Managers through repeatable programs and workflows.
• Design automated and semi-automated engagement motions using lifecycle signals.
• Identify friction points and adoption gaps; design interventions to improve outcomes at scale.
• Design and evolve customer programs including webinars, forums, and advocacy initiatives.
• Drive experimentation and continuous optimization of journeys and programs.
• Define and own metrics and outcomes (adoption, engagement, NRR, health).
• Partner across teams to deliver cohesive and valuable experiences.

Skills

Customer success

Lifecycle programs

Data-driven

Cross-functional collaboration

Ambiguity tolerance

AI curiosity

Job description

Hi Marley is seeking a Director of Customer Experience & Scaled Success to architect scalable onboarding and adoption journeys, advocate programs, and community experiences. This leader will own the end-to-end customer engagement model, from deployment to habitual usage, with a focus on improving outcomes at scale.

The role emphasizes designing repeatable motions, reducing operational friction for Customer Success, and partnering with Product, Marketing, and Learning teams.