Director Customer Experience

Customer Experience Director | Fully Remote, US
I'm looking for a rare profile: a senior CX / Customer Success leader who can actually BUILD AI bots.
Not scope them. Not write the requirements. Not brief an engineer or manage a vendor. Build them — prompts, workflows, integrations, testing, and shipping to production.
Plenty of CX leaders talk about AI. This company wants someone who has done it, and who will keep doing it while leading the function.
The company:
A fast-growing, investor-backed tech scale-up pairing connected hardware with a SaaS platform, used by large enterprise customers with frontline workforces. They're scaling quickly in the US and want Customer Experience to become a genuine growth engine, not a cost centre.
The role:
→ Own the full post-sale journey: onboarding, adoption, support, retention, renewals and expansion
→ Build AI agents and automations yourself across support, onboarding, customer health and renewals
→ Own the metrics that prove they work: deflection, resolution accuracy, CSAT, cost per contact
→ Turn Customer Success into a revenue engine: own NRR, renewals and an expansion number
→ Put in place health scoring and churn prediction, automated wherever possible
→ Build and lead a lean, commercially minded, AI-fluent team
You'll have:
✅ 10+ years in CS/CX, including senior leadership in B2B SaaS
✅ AI bots or workflows you've built yourself and can show us (Intercom Fin, Zendesk AI, Agentforce, Ada, LLM APIs, n8n, Make, Zapier…)
✅ A track record owning retention, renewals and expansion revenue
✅ Credibility with senior stakeholders at large enterprise customers
Bonus points if you've supported customers with frontline or field-based teams, or worked with connected hardware / IoT.
Why it's worth a look:
💡 A real mandate to reshape CX with AI, with leadership backing
📈 A fast-growing business with a strong enterprise customer base
🌎 Fully remote across the US
💰 Base + bonus + equity
One heads-up: during the process you'll be asked to walk through something you've built, live if possible. If that sounds like fun rather than a worry, we should talk.
Message me directly or comment below. And if you know someone who fits, please tag them 👇
#CustomerSuccess #CustomerExperience #CX #AI #AIAgents #Automation #Hiring #RemoteJobs #SaaS #Leadership

Work arrangement
Yes