Senior Director of Customer Experience

Há 1 mês


Porto, Porto, Portugal Hexa People Tempo inteiro
About the Role

We are seeking a seasoned Senior Director of Customer Experience to join our team at Hexa People. In this key leadership position, you will play a crucial role in driving customer-centric initiatives, improving retention and expansion, and managing executive relationships with key customers.

Responsibilities
  • Define the strategic direction and vision for the Customer Success Management organization.
  • Develop and implement initiatives and packages to improve customer retention, satisfaction, and growth.
  • Ownership of Customer Success Programs, such as Customer Advisory Boards and industry-specific user communities, to engage customers, gather insights and improve retention.
  • Manage executive relationships with key customers and act as a trusted advisor.
  • Lead and mentor senior leaders within the customer success organization.
  • Align customer success strategies with product, marketing, and sales initiatives.
  • Drive continuous improvement efforts across the customer success function. Establish and track key Customer Success metrics (e.g., NPS, CSAT, retention rates).
  • Proactively identify risks, ensure successful renewal processes, and develop strategic initiatives to reduce churn.
Requirements
  • Extensive leadership experience in customer success or account management.
  • Strong strategic thinking with the ability to influence at the executive level.
  • Proven experience managing large teams and fostering cross-functional collaboration.
  • Excellent communication and relationship management skills.
  • Ability to drive innovation and continuous improvement initiatives.
  • Experience working with enterprise-level customers and managing executive relationships.

$120,000 - $180,000 per year, depending on location and experience. This estimate is based on national averages in the United States and may vary depending on local market conditions.



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