Senior Director, Customer Experience — Defense Sector

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

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