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Director of Customer Experience

Accelerate HC
Los Angeles, CA Full Time
POSTED ON 3/3/2025
AVAILABLE BEFORE 5/29/2025

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.

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