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Director Customer Experience
Full-time
Chicago, IL (Hybrid)
The Opportunity
A high-growth SaaS/Hardware company is seeking a Customer Experience Director to lead customer success, support, retention, and growth initiatives across a diverse customer base.
This is a strategic leadership position for an experienced customer-facing leader who can drive customer outcomes, build high-performing teams, and leverage AI and automation to improve operational efficiency and the overall customer experience.
The successful candidate will combine strong commercial acumen with a passion for innovation, helping to shape scalable customer engagement models while implementing AI-powered solutions and process automation across the customer lifecycle.
Key Responsibilities
Lead and develop Customer Success and Customer Support functions.
Drive customer adoption, retention, renewals, and growth.
Build strong executive-level customer relationships and serve as an escalation point when required.
Develop customer health, retention, and customer lifecycle programmes.
Identify opportunities to improve efficiency through AI, automation, and intelligent workflows.
Design and implement bots and automated processes to streamline customer operations and improve customer outcomes.
Partner with Product, Engineering, Sales, and Operations teams to deliver an exceptional customer experience.
Establish scalable processes, reporting frameworks, and performance metrics.
Foster a culture of accountability, customer focus, and continuous improvement.
About You
Proven experience leading Customer Success, Customer Experience, Customer Operations, or Customer Support teams within a SaaS environment. If you have retail experience in customer success or operations it is a big plus
Experience leveraging AI, automation tools, conversational AI, or workflow technologies to improve customer-facing processes.
Demonstrated success implementing bots, automation, or AI-enabled solutions that drive operational efficiency.
Strong commercial mindset with experience improving retention, renewals, and customer growth.
Excellent leadership, coaching, and stakeholder management skills.
Strong analytical and problem-solving abilities.
Experience supporting retail, hospitality, logistics, or other operationally intensive customer environments is highly desirable.
Passion for innovation and using technology to solve business challenges.
What's on Offer
High-impact leadership role within a growing technology business.
Opportunity to lead AI and automation initiatives that directly influence business performance.
Collaborative and forward-thinking culture.
Hybrid working model based in Chicago.
Competitive compensation and benefits package.
If you're a customer experience leader who enjoys building smarter, more scalable ways of working through AI and automation, we'd love to hear from you.
