Head of Customer Experience

About Us

We are a rapidly growing technology company seeking an experienced and dynamic Head of Customer Experience to join our leadership team. As we continue to expand our product offerings and market presence, we need a strategic thinker who can drive our GTM initiatives to new heights.

Position Overview

The Head of Customer Experience will be responsible for developing and executing comprehensive go-to-market strategies that align with our company's vision and goals. This role requires a deep understanding of Customer Success Management, Sales Enablement, and Product Growth. The ideal candidate will have a proven track record of successfully launching products, scaling revenue, and building high-performing teams.

Key Responsibilities

• GTM Strategy Development and Execution:
  • Develop and implement comprehensive GTM strategies for new and existing products
  • Collaborate with Product, Marketing, and Sales teams to ensure alignment on GTM initiatives
  • Identify target markets, customer segments, and growth opportunities
  • Create and manage GTM budgets and forecasts
• Customer Success Management:
  • Develop and oversee customer success programs to drive retention and expansion
  • Implement best practices for onboarding, adoption, and ongoing customer engagement
  • Analyze customer data to identify trends, opportunities, and areas for improvement
  • Establish and track key performance indicators (KPIs) for customer success
• Sales Enablement:
  • Develop and implement sales enablement strategies to improve sales team effectiveness
  • Create and maintain sales collateral, playbooks, and training materials
  • Collaborate with Sales and Marketing teams to align messaging and positioning
  • Implement and optimize sales processes and methodologies
• Product Growth:
  • Work closely with Product Management to identify growth opportunities and prioritize features
  • Develop and execute product-led growth strategies
  • Analyze product usage data to inform growth initiatives
  • Collaborate with Marketing to develop and execute product marketing campaigns
• Team Leadership and Development:
  • Build and lead high-performing GTM, Customer Success, and Sales Enablement teams
  • Mentor and develop team members to drive career growth and organizational success
  • Foster a culture of collaboration, innovation, and continuous improvement
• Cross-functional Collaboration:
  • Work closely with C-level executives to align GTM strategies with overall business objectives
  • Collaborate with Product, Engineering, Marketing,