Director, CX Strategy and Operations

Customer Health and Retention Signal:

• Design, build, and run one account-level customer health score, with each CX team owning a sub-score.
• Bring product adoption, onboarding, services, support, sentiment, and community signals into the score.
• Measure signal accuracy and feed risk and expansion signals into the company forecast.

AI and Automation:

• Lead service design and automation work so agentic AI across Support, Services, and Customer Success ties to customer health.
• Set the bar for AI investments: they must show up in customer health and retention, not just efficiency.
• Bring signal from AI conversations, call recordings, and product usage into one view of trends.

Measurement and Insight:

• Own the CX dashboard with leading and lagging indicators for the leadership team.
• Measure value realization including time to first value, adoption depth, and documented outcomes.
• Turn customer survey and support data into insights that shape the roadmap and priorities.

Operating Rhythm and Partnership:

• Run the CX operating cadence including planning, performance reviews, and a cross-functional CX operations council.
• Define coverage models and capacity plans for Customer Success and Professional Services.
• Represent CX in product enhancement requests and roadmap conversations.