Job Description

Director of Customer Experience

Location: Fully Remote (U.S.)
Compensation: Up to $300,000 OTE
Stage: Series A SaaS Startup

About the Company

Selr.io has been retained by a fast-growing Series A technology company that is redefining how businesses engage, support, and retain customers. Backed by top-tier investors and experiencing rapid revenue growth, the company is entering its next phase of scale and is seeking a Director of Customer Experience to build and lead a world-class customer organization.

This is a highly visible leadership role reporting directly to the executive team. The successful candidate will own the entire post-sale customer journey and play a critical role in driving retention, expansion, advocacy, and long-term customer value.

The Opportunity

As Director of Customer Experience, you will architect and scale the customer experience function from the ground up. You'll lead Customer Success, Onboarding, Support, and Customer Operations while partnering closely with Sales, Product, Marketing, and Engineering.

This role is ideal for a customer-obsessed leader who thrives in high-growth environments, enjoys building systems and teams, and can balance strategic vision with operational execution.

Key Responsibilities

Customer Success Leadership

• Develop and execute the company's customer experience strategy.
• Build scalable programs that drive customer adoption, retention, and expansion.
• Establish customer health frameworks and proactive engagement models.
• Own customer lifecycle management from onboarding through renewal.

Team Building & Leadership

• Recruit, develop, and lead a high-performing customer-facing organization.
• Create a culture of accountability, customer obsession, and continuous improvement.
• Establish career development frameworks and performance metrics across the team.

Revenue & Retention

• Own customer retention and renewal performance.
• Partner with Sales to identify and execute expansion opportunities.
• Develop forecasting processes and executive reporting around customer health and revenue risk.
• Drive measurable improvements in Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer satisfaction metrics.

Customer Operations & Process

• Build scalable customer success and support processes that support rapid growth.
• Implement and optimize customer technology platforms, workflows, and reporting.
• Create data-driven systems to identify churn risks and growth opportunities.

Voice of the Customer

• Serve as the executive advocate for customers across the organization.
• Translate customer insights into actionable product and business recommendations.
• Partner with Product and Engineering teams to improve customer outcomes and drive product adoption.

What We're Looking For

Required Experience

• 8+ years of experience in Customer Success, Customer Experience, Account Management, or related customer-facing leadership roles.
• 3+ years leading and scaling customer-facing teams within a high-growth SaaS environment.
• Demonstrated success improving retention, expansion, and customer satisfaction metrics.
• Experience building customer success programs, playbooks, and operational processes from an early-stage foundation.
• Strong analytical skills with the ability to leverage data to drive decision-making.

Preferred Experience

• Experience scaling customer organizations at a Series A, Series B, or similar high-growth startup.
• Familiarity with recurring revenue business models and SaaS metrics.
• Experience managing both Customer Success and Support functions.
• Proven ability to influence executive stakeholders and cross-functional teams.

Leadership Attributes

• Customer-first mindset with a passion for delivering exceptional experiences.
• Strategic thinker who can also execute at a tactical level.
• Strong communication and executive presence.
• Builder mentality with comfort operating in ambiguity.
• Results-oriented with a bias toward action and accountability.

Compensation & Benefits

• Up to $300,000 OTE
• Competitive base salary and performance incentives
• Meaningful equity participation
• Fully remote work environment
• Comprehensive health, dental, and vision coverage
• Flexible PTO
• Home office stipend
• Professional development budget
• Opportunity to shape a critical function during a pivotal growth stage

Why This Role?

This is an opportunity to join a company at an inflection point and build the customer experience function that will fuel its next stage of growth. You'll have executive visibility, significant influence on company strategy, and the ability to create lasting impact across customers, employees, and revenue outcomes.

Equal Opportunity Employer

Our client is an Equal Opportunity Employer and is committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.