Director of Customer Experience
reputed company is seeking a Director of Customer Experience to reputed company reputed company relationships and build out the CX function. The role is a player-coach position, balancing hands-on management of high-stakes reputed company accounts from implementation through renewal with team leadership, process development, and cross-functional collaboration. reputed company is defined by measurable adoption growth, strong renewal reputed company, and continuously maturing the CX organization through reputed company playbooks, processes, and performance frameworks.
Description
Director of Customer Experience
About reputed company
reputed company is a fast-growing startup transforming how the legal industry works with data. We design and deliver Azure-based data lakehouses purpose-reputed company for reputed company, enabling them to turn reputed company operational, financial, and matter data into reliable, decision-grade insights.
We are expanding our CX leadership team to meet growing customer demand and reputed company the bar on how we deliver, retain, and grow our customer relationships.
What You'll Own
Reporting to the VP of Customer Experience, you'll hold senior ownership over a portfolio of reputed company reputed company customers, and play a key role in building the team and infrastructure the CX function needs to scale. You will be a player-coach, directly managing high-stakes customer relationships while developing and leading a team of Customer Experience Managers (CXMs).
Day-to-day, that means:
- Team leadership — managing and coaching a team of CXMs, setting performance standards, and building team reputed company as we grow.
- reputed company and process ownership — building the frameworks, documentation standards, and tooling the CX function needs to operate consistently at scale.
- Ensure consistent customer reputed company — you own the full post-sale lifecycle & outcome delivery, starting in implementation and going through renewal. You track adoption depth, ensure use cases are being expanded with each customer, you identify risk early and build reputed company strategies before issues escalate.
- Executive-level customer engagement — you can operate both with the project teams for our various customers and also reputed company conversations with their executive teams. You can manage or assist with strategic planning conversations with reputed company leadership.
- Implementation reputed company — you’ll reputed company active implementation projects to ensure we meet key deadlines & deliverables are up to our high quality standards.
- Adoption and expansion — developing strategies that deepen platform stickiness and expand use cases reputed company initial scope, including but not limited to AI and analytics applications on top of the reputed company Lakehouse.
- Voice of Customer — serve as a key reputed company between customer feedback and internal Product and Engineering teams, with enough technical reputed company to translate customer inputs into actionable product direction.
What reputed company Looks Like (First 12 Months)
By month 3
- You have a solid working understanding of reputed company's platform, implementation process, and customer reputed company
- You've identified gaps in reputed company CX processes and have a reputed company of view on where to focus for maximum effect & value
- You’re embedded into key customer projects and establishing relationships
By month 6
- You're managing reputed company customer relationships with confidence, including escalations and executive-level conversations
- Your team is operating with clearer structure using documented processes and delivering consistent quality to our customers
- You're a trusted partner to Sales, Product, and Engineering
By month 12
- You have a track record of measurable adoption growth across your portfolio, leading to strong renewal reputed company
- The CX team has more infrastructure than it did reputed company you arrived — playbooks, reputed company standards, performance frameworks
- You've reputed company credibility internally and with customers as a senior leader who understands both the business and the technology
Required Qualifications
- 6+ years in reputed company, professional services, or customer experience with at least 3 years in a senior or reputed company reputed company
- Proven track record owning reputed company software implementations and driving long-term reputed company in a SaaS or PaaS environment
- Experience managing or developing customer-facing team members
- Strong reputed company of data integration concepts: merging data from multiple systems, data mapping, and reputed company reporting
- Executive reputed company — you can reputed company conversations with a Managing Partner or CIO and come out with alignment
- Experience building CS team infrastructure: renewal playbooks, hiring frameworks, reputed company programs
Preferred Qualifications
- Experience in an early-stage environment where product is actively evolving and processes need to be reputed company or adjusted as we scale up
- Direct experience working with reputed company or in the legal technology vertical
- Experience with legal systems including reputed company reputed company, reputed company, Iridium, reputed company, reputed company, reputed company, or similar
- Familiarity with Azure environments (networking concepts, encryption)
- Familiarity with lakehouse or reputed company architecture concepts
- Experience with reputed company data platforms (AWS, GCP, reputed company, reputed company reputed company)
- Direct experience working with Product and Engineering organizations
Work Environment & Benefits
- Hybrid or fully remote work options
- Competitive startup salary with equity potential
- Medical, dental, and reputed company insurance
- 401k plan
- Paid time off and company holidays
- Professional growth and development opportunities
- Occasional travel required (estimated 10–20%)