Head of Customer Experience

Head of Customer Experience

Location: New York City, NY or Tulsa, OK

Reports to: COO

About Contango IT

At Contango IT, we believe that deliveringamazing customer experiences isnt just about fixing technologyits about building deep, trust-based relationships with our clients that transform the way they do business. From first contact to onboarding, implementation, and beyond, we ensure that every touchpoint is designed to surprise and delight customers, turning them from satisfied clients into evangelists.

Role Overview

As the Head of Customer Experience, you will own the entire customer journeyfrom Account Management to Customer Experience Strategyensuring we deliver consistent, scalable, and best-in-class experiences that drive long-term customer value. You will lead a team focused on customer retention, satisfaction, and growth, ensuring our high-touch, high-trust engagement model scales effectively.

This role requires a strategic leader who is deeply experienced in Customer Success and Experience, Account Management, and People Management. You must be able to balance the strategic and the tactical, diving deep into operational execution while shaping the long-term vision of Customer Success at Contango IT.

Key Responsibilities

1. Customer Experience Strategy & Execution

• Design and execute a world-class customer experience strategy, ensuring that every touchpointfrom pre-sales to renewalcreates trust and loyalty.
• Establish Omotenashi-style service that anticipates customer needs and delivers value before they ask for it.
• Build a scalable framework for delivering high-touch customer experiences at scale, ensuring consistency across all teams.
• Own customer journey mapping and continuously refine it based on feedback, data, and evolving business needs.

2. Account Management & Customer Success

• Lead and develop the Account Management team, ensuring they proactively build strong customer relationships and drive renewals, expansions, and advocacy.
• Implement Customer Health Scores and predictive analytics to anticipate churn risks and upsell opportunities before they happen.
• Develop and enforce proactive check-ins and QBRs (Quarterly Business Reviews) to maintain strong customer relationships.
• Ensure customers fully adopt and realize value from our solutions, increasing customer retention and lifetime value.

3. Customer Growth & Retention

• Own churn mitigation strategies, ensuring we continuously monitor and improve customer satisfaction.
• Implement customer referral programs that turn satisfied clients into active brand advocates.
• Develop upsell and cross-sell strategies that are based on real customer needs and data-driven recommendations.
• Align CS and Sales teams to ensure a seamless transition from prospect to customer to advocate.

4. Leadership & Team Development

• Build, mentor, and lead a high-performing Customer Success and Experience team, ensuring they have the training, tools, and support to excel.
• Foster a customer-first culture across all teams, ensuring that every employee is focused on delivering incredible customer experiences.
• Own customer experience training programs for the entire company, ensuring all employees are aligned with our customer-first philosophy.

5. Data, Insights & Process Optimization

• Develop and manage Customer Health Dashboards that provide real-time visibility into customer satisfaction, engagement, and potential risks.
• Utilize customer feedback and analytics to drive continuous improvement initiatives.
• Implement and refine automated and AI-driven processes to enhance customer interactions and efficiency.
• Define and measure Customer Success KPIs, including NPS, CSAT, Retention Rates, Expansion Revenue, and Time-to-Value Metrics.

What Were Looking For

Experience & Skills:

• 10 years in Customer Success, Customer Experience, or Account Management, with at least 5 years in a leadership role.
• Proven ability to scale Customer Success and Experience teams while maintaining high-touch relationships.
• Strong strategic thinking with the ability to execute and drive operational excellence.
• Deep expertise in customer journey design, renewals, churn mitigation, and expansion strategies.
• Experience working with data-driven customer insights, health scores, and predictive analytics.
• Strong leadership skillscan inspire, coach, and develop high-performing teams.
• Comfortable working in a fast-paced, growth-oriented environment.
• Excellent communication skills and ability to influence cross-functional teams.

Bonus Points If You Have:

• Experience inIT Managed Services or SaaS.
• Knowledge of AI and automation tools for customer engagement.
• Strong network within the SMB community and partner ecosystems.

Why Join Contango IT?

• Culture of Excellence We are obsessed with delivering amazing customer experiences
• Growth-Oriented We believe in investing in our team and providing opportunities for leadership.
• Mission-Driven We dont just solve IT problems; we help our customers transform their businesses.

If youre passionate about Customer Success and Experience, thrive in a strategic-yet-hands-on leadership role, and want to shape the future of customer engagement at Contango IT, wed love to hear from you!