Client: Our client
Position: Director of Customer Experience (Post-Sales)
About Our client
Our client is the leading embedded integration platform, empowering SaaS companies to build powerful integrations seamlessly and efficiently. By providing a scalable, developer-friendly solution, Our client eliminates the need for custom-built integrations, helping businesses accelerate growth and enhance their product capabilities.
The Role
Our client is looking for a Director of Customer Experience (Post-Sales) to lead and scale our post-sales teams, including Implementation Managers, Customer Success Managers, and Support Engineers. This is a critical leadership role responsible for ensuring our customers achieve maximum value from Our client's platform, driving adoption, and delivering an exceptional post-sales experience.
What You’ll Do
- Lead and Scale: Manage and grow a high-performing post-sales team, ensuring we provide best-in-class onboarding, support, and ongoing client success.
- Own Customer Adoption & Retention: Develop strategies to drive adoption and expansion within customer accounts by deeply understanding their business and technical needs.
- Create & Implement Playbooks: Develop scalable playbooks and frameworks for onboarding, customer success, and support, ensuring consistency and efficiency as we scale.
- Engage with Technical Stakeholders: Partner with product, engineering, and technical teams on both the client and internal side to drive seamless integrations and long-term success.
- Executive-Level Influence: Serve as a trusted advisor to customers, from individual contributors to executive stakeholders, helping them maximize the value of Our client.
- Develop Enablement & Training: Build internal and external enablement processes and materials to ensure both the team and customers have the knowledge and tools they need to succeed.
- Hands-On Customer Engagement: Be comfortable rolling up your sleeves and working directly with clients—whether it’s troubleshooting issues, guiding implementations, or driving adoption.
What We’re Looking For
- Startup-Experienced Leader: You’ve been part of a scaling startup and have seen what it takes to build and evolve a customer-facing function. You’re not afraid to get hands-on and do the work while also leading a team.
- Customer-Centric & Technical: You understand the complexities of working with technical stakeholders and can translate business needs into actionable solutions.
- Strong Communicator with Gravitas: You can effectively engage with all levels of an organization, from technical engineers to C-level executives, driving alignment and adoption.
- Process-Driven & Strategic: You’ve built and implemented customer playbooks, success frameworks, and enablement materials that drive measurable impact.
- Team Builder & Mentor: You have a proven track record of developing and leading high-performing teams, creating a strong culture of collaboration and success.
- Hands-On & Detail-Oriented: You’re comfortable getting into the weeds with customers and working through technical challenges while also thinking strategically.
Requirements
- 7+ years in customer success, implementation, or post-sales leadership roles within a SaaS or technical product company.
- Experience leading teams across implementation, customer success, and support functions.
- Strong technical acumen with the ability to understand APIs, integrations, and cloud-based platforms.
- Excellent communication and relationship-building skills with both technical and non-technical stakeholders.
- Onsite role in Westwood, CA—must be comfortable working in-person with the team.