Senior Director, Customer Experience, Air Force

Decision Lens; Arlington (VA); On-site; USD 150,000 - 200,000; Full time

Job summary

Decision Lens is seeking a Senior Director of Customer Experience for the Air Force to oversee the full customer lifecycle from pre-sales to adoption and renewal. You will collaborate with CX leadership, sales, product, and marketing to deliver measurable value and drive growth.

You will lead retention and growth, ensure renewals, and translate customer priorities into measurable success plans. The role requires 12+ years of CX or related experience, federal contracting knowledge, and the

Qualifications

• Bachelor’s degree or higher in business/public administration or related field.
• 12+ years in customer experience, account management, consulting, or project management—preferably in public sector SaaS.
• Deep understanding of the U.S. Air Force, including its organizational structure, key stakeholders, and environment.
• Proven ability to build and maintain trusted relationships with senior‑level government customers.
• Experience driving customer retention, account expansion, and revenue growth.
• Experience overseeing customer engagements involving billable professional services and ensuring successful delivery of customer outcomes.
• Understanding of federal contracting, procurement cycles, and account growth strategies.
• Experience leading enterprise software adoption and driving measurable outcomes.
• Excellent communication, presentation, and negotiation skills, with demonstrated emotional intelligence (EQ).
• Ability to manage multiple priorities, stakeholders, and timelines across complex accounts.
• Security clearance eligibility required.

Responsibilities

• Retain and grow accounts by identifying expansion opportunities, driving adoption and deepening relationships.
• Deliver year-over-year growth and demonstrate customer value across assigned accounts.
• Collaborate with CX leadership to establish ROI and success metrics and maintain reporting on impact.
• Contribute to QBRs by communicating solution status, ROI, and growth opportunities.
• Identify new use cases, capabilities, and services that deliver measurable outcomes.
• Monitor customer health scores, adoption trends, and satisfaction to address at‑risk accounts.

Skills

Relationship building

Communication

Executive presence

Account management

EQ

Negotiation

Education

Bachelor’s degree in business/public administration or related field

Master’s degree preferred in business/public administration or related field

Tools

Decision Lens platform

Job description

Senior Director, Customer Experience, Air Force

The Senior Director of Customer Experience, Air Force, will ensure every stage in the customer lifecycle, from pre-sales engagement through adoption, expansion, and long-term retention, delivers measurable value, strengthens relationships, and exceeds expectations. You’ll collaborate across functions—including executive leadership, sales, product, marketing, and customer experience—to address key customer challenges, drive satisfaction, and fuel growth. Success in this role requires balancing execution and innovation—delivering exceptional client outcomes today while shaping transformative experiences for the future.

Duties and Responsibilities

Retention & Growth

Achieve retention and growth targets by proactively identifying expansion opportunities, driving adoption, and deepening customer relationships.

Deliver measurable year-over-year growth and demonstrate customer value for the accounts assigned, ensuring alignment with strategic objectives.

Partner with Decision Lens’ CX leadership to establish ROI and success metrics and maintain ongoing reporting that demonstrates the impact of our solution across the entire customer lifecycle.

Actively contribute to QBRs by clearly communicating solution status, business impact, ROI, and opportunities for innovation and growth.

Introduce new use cases, capabilities, and services that deliver measurable outcomes.

Proactively monitor customer health scores, adoption trends, and satisfaction metrics to identify and address at-risk accounts before issues escalates.

Partner with CX leadership, sales, and contracting to successfully complete renewals.

Reports to and partners with the EVP of CX to provide customer-specific evidence-based metrics, case studies, and thought leadership for marketing and growth purposes.

Customer Experience

Serve as the trusted advisor , applying emotional intelligence (EQ) and trust-based relationship management to build long-term customer partnerships.

Serve as the single point of accountability for all activities with assigned customers.

Partner with the Solution Engineering team and EVP of CX on pre-sales scoping, solution design, and value definition.

Translate customer mission priorities and outcomes into measurable success plans that integrate CX best practices and adoption strategies . Continuously refine touchpoints to improve satisfaction, adoption, and expansion potential.

Solutions

Oversee and collaborate cross-functionally on all solution offerings, including implementation, training, technical, analysis, and advisory services.

Manage and maintain accurate time tracking for all internal projects, client work and billable services, ensuring achievement of utilization targets.

Identify friction points and design interventions that improve the customer experience (CX) in alignment with the client’s mission.

Cross-Functional Collaboration

Coordinate across Customer Experience, Product and Engineering to deliver a seamless, mission-aligned customer experience.

Serve as the voice of the customer internally converting feedback into actionable insights for roadmap and solution improvements.

Share lessons learned, customer stories, and effective strategies with internal teams to raise overall CX capability.

Contribute to the evolution of CX governance, methodologies, and best practices in alignment with organizational growth strategies

Job Qualifications

Required

Bachelor’s degree in business, public administration, or related field.

12+ years in customer experience, account management, consulting, or project management—preferably in public sector SaaS.

Deep understanding of the U.S. Air Force, including its organizational structure, key stakeholders, and environment.

Proven ability to build and maintain trusted relationships with senior‑level government customers.

Demonstrated success driving customer retention, account expansion, and revenue growth.

Experience overseeing customer engagements involving billable professional services and ensuring successful delivery of customer outcomes.

Understanding of federal contracting, procurement cycles, and account growth strategies.

Experience leading enterprise software adoption and driving measurable outcomes.

Excellent communication, presentation, and negotiation skills, with demonstrated emotional intelligence (EQ).

Ability to manage multiple priorities, stakeholders, and timelines across complex accounts.

Security clearance eligibility required.

Preferred

Experience with federal budgeting processes (i.e., PPBE) or related mission areas.

Master’s + preferred in business, public administration, or related field.

Ability to receive the PMP certification.

Familiarity with Decision Lens platform or similar decision support systems.

Location: This role may require up to 30% travel and/or onsite work at customer locations, depending on customer contract requirements. Outside of client engagements, Decision Lens operates in a remote‑first environment (Washington, DC area preferred). Our headquarters are located in Arlington, VA.

Compensation: The base salary range for this position is $150,000–$200,000 per year. The range reflects that this role may be filled at varying seniority levels; actual compensation will be determined by factors including relevant experience, skills, qualifications, security clearance, and internal equity. This position is also eligible to participate in a commission plan.

Company Overview

Decision Lens is an AI-driven platform for high‑stakes government decisions, built to give leaders the clarity, speed, and analytical rigor that hard choices between competing priorities demand.

Behind every government budget, program, or policy tradeoff is a leader and a team accountable for the outcome, often working with incomplete information and competing pressures. That's the problem we've dedicated ourselves to solving.

Decision Lens establishes a governed decision framework that connects real‑time data to the criteria and rationale behind every decision, so leaders can make better, faster tradeoffs with confidence and defend them at any point in time.

Decision Lens Inc is an equal opportunity employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, age, veteran status, disability, genetic information, or any other protected characteristic.

If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at [e-mail].