Director, Customer Experience

Position Overview

• Location Type: Remote
• Employment Type: Individual Contributor Role
• Company: Chartbeat (partnered with Tubular and Lineup Systems)

Chartbeat, in collaboration with Tubular and Lineup Systems, is seeking a Director of Customer Experience to lead the optimization and enhancement of the customer journey. This role is critical for driving customer value, retention, and satisfaction within a rapidly growing organization serving over 1,000 brands globally. The Director will be responsible for owning the end-to-end customer experience and implementing scalable programs based on data and feedback. This is a newly created role within Customer Success, reporting into the VP of Customer Success.

Requirements

• Proven experience in Customer Success or a related field.
• Strong understanding of customer journeys and customer experience principles.
• Ability to analyze customer data and feedback to identify areas for improvement.
• Excellent communication and collaboration skills.
• Strategic thinking and problem-solving abilities.
• Experience with retention metrics such as Gross Retention Rate (GRR) and Net Revenue Retention (NRR).

Responsibilities

• Own and optimize the customer journey end-to-end.
• Develop and implement scalable programs to enhance the customer experience.
• Drive measurable outcomes through customer data and feedback.
• Improve customer delight and exceptional Customer Satisfaction Scores (CSAT).
• Collaborate with Customer Success Management, Technical Services, and Training & Enablement teams.
• Partner with Product Marketing, Growth Marketing, Business Operations, and other key functions.
• Establish a new function within Customer Success.
• Champion the customer experience internally and externally.
• Focus on customer health and value realization.

Essential Job Functions

• Customer Journey