Head of Customer Experience & Growth

Sauce, Inc.; New York (NY); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Equity

Health insurance

Paid parental leave

Flexible work environment

Paid time off

Job summary

Sauce, Inc. is seeking a seasoned Director of Customer Experience to own the full client journey—from onboarding through support and retention—working with Product and Sales to shape what we build and how we sell it.

Based in NYC, this role reports to the CEO and requires 3+ days per week in person. You will unify CS and Support into a single CX function, build regional teams, and establish a health-score driven retention engine.

Qualifications

• 6–10 years in Customer Success, Customer Experience, or Support leadership, with 4–6 years leading teams including regional managers.
• Experience with SMB customers in a high-pressure, fast-moving operational environment; restaurant/food tech preferred.
• Proven experience building customer health scoring systems and working with full client data sets.
• Direct experience partnering with Product — qualifying features and shaping releases.
• Strategic and tactical in equal measure — sets vision and executes hands-on.
• Data-driven — every initiative measured and guided by numbers.
• Hands-on AI builder — built and shipped automations.
• Strong SQL skills — you write and run your own queries.
• Track record of scaling a customer function's output without linear headcount growth.

Responsibilities

• Own team-level retention, health scores, and overall client experience across CS and support teams.
• Lead and develop the unified CX function as the primary people manager — including regional managers.
• Build the customer health scoring system and the full view of client data that feeds it.
• Ensure every customer's experience — product, support, and success — feels seamless and consistent.
• Define the voice of Sauce for the customers and their customers.
• Personally engage on high-stakes accounts, escalations, and after-hours moments.
• Build regional playbooks and manage the regional structure as we expand into new markets.
• Collaborate with Product to qualify features and integrate client feedback into roadmaps.

Skills

Leadership

Strategic thinking

Data-driven decision making

Cross-functional collaboration

Communication

Education

Bachelor's degree in business or related field

Tools

SQL

Tableau

Job description

Sauce, Inc. is seeking a seasoned Director of Customer Experience to own the full client journey—from onboarding through support and retention—working with Product and Sales to shape what we build and how we sell it.

Based in NYC, this role reports to the CEO and requires 3+ days per week in person. You will unify CS and Support into a single CX function, build regional teams, and establish a health-score driven retention engine.