Customer Experience Director

Position Overview

The Customer Experience Director is responsible for the overall health, retention, growth, and support experience of HALOS customers across the United States and United Kingdom.

This is a leadership role with responsibility for Customer Success, Customer Support, customer retention, renewals, expansion strategy, and customer advocacy. The successful candidate will build and lead a high-performing team focused on maximizing customer outcomes while delivering measurable commercial results.

The ideal candidate combines strong SaaS customer success experience with a deep understanding of field-based workforces and operational businesses. They are equally comfortable discussing churn trends, expansion opportunities, support processes, operational metrics, and executive-level customer relationships.

This role requires a high degree of autonomy, sound judgment, and the ability to balance strategic thinking with hands-on execution.

Key Responsibilities

Customer Success Leadership

• Lead and develop Customer Success teams across the US and UK.
• Lead scalable customer engagement models across SMB, mid-market, and enterprise segments.
• Drive customer adoption, utilization, retention, and value realization.
• Develop account planning and customer growth strategies for strategic accounts.
• Build executive-level customer relationships and serve as an escalation point when required.
• Implement customer health scoring, churn prediction, and retention programs.

Commercial Performance

• Own customer retention and gross/net revenue retention performance.
• Partner with Sales leadership to identify expansion and cross-sell opportunities.
• Drive renewal readiness and commercial account planning processes.
• Develop and monitor key customer metrics including utilization, adoption, retention, and expansion.
• Create a culture where customer success is viewed as a revenue-generating function rather than a service organization.

Customer Support Leadership

• Lead global customer support operations.
• Establish scalable support processes, SLAs, escalation paths, and quality standards.
• Improve customer responsiveness while maintaining operational efficiency.
• Drive root-cause analysis and systematic resolution of recurring customer issues.
• Partner with Product and Engineering teams to ensure customer feedback informs product improvements.

Operational Excellence

• Develop repeatable processes and performance metrics across Customer Success and Support.
• Establish reporting and forecasting frameworks for retention, churn risk, customer health, and expansion opportunities.
• Ensure disciplined execution and accountability across all customer-facing teams.
• Identify opportunities to improve efficiency through automation, tooling, and AI-enabled workflows.

Leadership & Team Development

• Recruit, coach, and develop high-performing Customer Success and Support professionals.
• Build a culture of accountability, customer focus, continuous improvement, and commercial ownership.
• Create clear performance expectations and career development paths.
• Foster strong collaboration across Sales, Product, Operations, and Engineering.

Qualifications

Required

• 8–15 years of experience in Customer Success, Customer Experience, Account Management, or related SaaS leadership roles.
• Proven leadership experience managing Customer Success and/or Customer Support organizations.
• Strong commercial orientation with demonstrated success driving retention, renewals, and customer growth.
• Experience working in SaaS businesses with recurring revenue models.
• Experience supporting customers with distributed, field-based, frontline, or operational workforces.
• Strong analytical and process-oriented mindset.
• Demonstrated ability to operate independently and make sound business decisions.
• Excellent communication and executive stakeholder management skills.

Preferred

• Experience supporting customers in retail, quick-service restaurant, transportation, logistics, public sector, or other operationally intensive industries.
• Experience leading teams across multiple geographies.
• Experience scaling Customer Success functions in growing SaaS organizations.
• Familiarity with customer health scoring, utilization frameworks, churn analysis, and revenue retention programs.
• Experience leveraging AI and automation to improve customer-facing operations.

Benefits

• Generous PTO Allowance
• Learning and Development opportunities
• Healthcare, vision and dental plans, to include family
• Regular company events and social initiatives
• 401K matching

Diversity & Inclusion

We’re an Equal Opportunity Employer and embrace a diversity of backgrounds, cultures, and perspectives. We do not discriminate on the basis of race, colour, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

Don’t meet every single requirement? At HALOS we are dedicated to building and promoting a fair and inclusive workplace where everyone can flourish, reach their full potential and truly belong. We recognize that diverse teams foster a more creative and productive environment. So, if you’re excited about this role but your experience doesn’t perfectly align with the job description, we encourage you to apply anyway. You might just be who we’re looking for - for this role, or perhaps another.