Director Customer Experience and Engagement

You will define and lead the customer experience strategy from requirements gathering and proof-of-concept execution through onboarding, adoption, optimization, retention, and expansion. You will establish account-health metrics, manage escalations, identify risks, turn customer insights into product and sales actions, and scale repeatable engagement programs.

Responsibilities

• Define the customer engagement strategy from requirements through proof-of-concept signoff.
• Own the customer experience strategy across onboarding, implementation, adoption, support coordination, retention, and expansion.
• Establish account-health frameworks using usage, reliability, workload performance, sentiment, support activity, and commercial risk.
• Identify at-risk enterprise accounts and orchestrate recovery strategies.
• Create escalation and incident-management processes.
• Track customer experience, adoption, retention, and satisfaction metrics.
• Turn customer conversations and usage patterns into actionable insights.
• Scale customer engagement through automation, self-service resources, and repeatable programs.

Requirements

• 10+ years of experience in customer experience, customer success, solution consulting, solutions architecture, professional services, or a related customer-facing function.
• Proven record of building or scaling customer experience organizations for technically complex products.
• Technical fluency with engineering leaders, ML engineers, AI researchers, infrastructure teams, and enterprise platform organizations.
• Experience improving customer adoption, retention, account health, and operational execution.
• Strong judgment during high-pressure customer escalations.
• Excellent written and verbal communication skills.
• Strong cross-functional influence with Product, Engineering, Infrastructure, Sales, and Finance.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible paid time off
• Parental leave
• Retirement plan participation