Director of Customer Experience
We’re hiring a Director of Customer Experience to lead and scale the end-to-end client journey — from onboarding through long-term partnership — and transform it into a predictable, proactive, white-glove experience that becomes a true brand differentiator.
This is a senior leadership role focused on building the systems, standards, and team required to deliver exceptional client outcomes at scale.
This leader will own the Client Experience function as a strategic retention and growth engine, driving satisfaction, loyalty, operational clarity, and service excellence across the organization.
This role reports to the VP of Operations.
What You’ll Own
- Elevate and standardize the full client journey
- Build scalable onboarding, communication, and service delivery systems
- Lead and develop Account Management and Project Management teams
- Improve retention, client satisfaction, and long-term value
- Strengthen handoffs across Sales ? PM ? AM ? Fulfillment
- Implement client health tracking, escalation frameworks, and CX dashboards
- Reduce reactive work by creating structure, predictability, and accountability
- Provide executive visibility into client experience performance and risk
Team You’ll Lead
- Account Management Lead (to hire or develop)
- Project Management Lead (to hire or develop)
- 3 Project Managers
- 5 Account Managers
You’ll be responsible for elevating performance standards, coaching leaders, and building scalable systems that support growth.
What We’re Looking For
- 10–15+ years leading client-facing teams in Account Management, Customer Success, CX, or Project Delivery
- Proven success improving retention, satisfaction, and client outcomes
- Experience building SOPs, workflows, onboarding frameworks, and escalation paths
- Strong executive communication and cross-functional leadership skills
- Builder mindset — someone who creates structure, not just manages it
- High emotional intelligence, accountability, and operational rigor
- Agency experience strongly preferred
- Experience in legal or home-services industries is a plus
