Customer Experience Director

As the Director of Customer Experience at 8X, you will be the strategic owner of our customers’ end-to-end journey. This role is not about managing a single team—it is about architecting a seamless, proactive, and exceptional experience across every touchpoint, from onboarding to advocacy. You will unify our Customer Success, Support, and Renewals functions under a single vision, leveraging data, technology, and deep customer empathy to drive retention, expansion, and loyalty. You will be the voice of the customer at the leadership table, ensuring that every decision we make reinforces our commitment to customer success.

Develop and execute a comprehensive Customer Experience (CX) strategy aligned with company goals, focusing on retention, satisfaction, and revenue growth.

Define and evangelize the company’s CX vision, ensuring cross-functional alignment and adoption.

Establish and track key CX metrics and KPIs (e.g., NRR, GRR, NPS, CSAT, CES) to measure impact and ROI.

Oversee and integrate the operations of Customer Success, Technical Support, and Renewals teams to eliminate silos and create a cohesive customer journey.

Design and optimize scalable processes for onboarding, adoption, support, renewal, and expansion to eliminate silos.

Implement and manage CX technology stack (e.g., CRM, Business Portal, help desk, analytics) to enable data-driven decisions and automation.

Advocate for tooling investments (e.g., chatbots) to offset resource gaps.

Build, mentor, and lead a high-performing CX leadership team (managers of CS, Support, Renewals).

Foster a culture of customer obsession, accountability, and continuous improvement across the organization.

Develop career paths and growth opportunities for CX team members.

Serve as the ultimate escalation point for critical customer issues and strategic relationships.

Systematically capture and analyze customer feedback, usage data, and market trends to identify risks and opportunities.

Partner with Product, Marketing, and Sales to translate customer insights into actionable roadmaps and initiatives.

Own and report on customer health, retention, and expansion metrics to the executive team and board.

Build business cases for CX investments (tools, headcount, programs) tied to clear financial outcomes.

Drive initiatives that directly impact Net Revenue Retention (NRR) and Customer Lifetime Value (LTV).

Personally handle high-priority escalations (e.g., cancellation threats, VIP complaints) and coach teams on resolution strategies.

Develop playbooks for at-risk accounts to prevent churn and restore trust.

Collaborate with Product and Engineering to address recurring pain points.

Reduce Average Handle Time (AHT) by refining workflows, macros, and training.

Implement SLAs for escalation tiers (e.g., response time for "Critical" vs. "High" tickets).

Building Personalized Learning Paths to upskill employees with personalized learning paths.

Weekly/Monthly Reports.

5+ years of experience in customer-facing leadership roles (Customer Success, Support, Renewals, Account Management) within B2B SaaS.

Deep experience with CX technology (e.g., CRM, Customer Portals, etc).

Strong analytical skills; ability to translate data into strategy and executive-level narratives.

Exceptional cross-functional leadership and influence skills.

Strong grasp of SaaS metrics (ARR, Churn, Expansion Revenue).

Problem-solver who thrives in fast-paced, scaling environments.

Time-management, planning skills and ability to meet goals, stay organized and maintain a positive attitude.

Strong negotiation and decision-making skills and strong communicator with excellent writing skills.

Ability to prioritize tasks and manage multiple projects and responsibilities simultaneously.

Ability to function well in a high-paced and at times stressful environment.

Self-motivated, proactive, enthusiastic, eager to learn, and friendly and personable with others.

Market knowledge with proficiency with technology including basic computer operations.

Excellent listening, negotiation and presentation abilities.

BA/BS degree in Business Administration, Sales or relevant field.