Head of Customer Experience

We are seeking a Head of Customer Experience to lead the development of our customer solutions function in a rapidly scaling organization. This role will encompass solutions engineering, implementation, support, account management, and the establishment of a professional services offering. You will manage a small team of solutions specialists and play a critical role in enhancing the customer experience. Key responsibilities include mapping and owning the end-to-end implementation process, identifying areas for improvement, and creating scalable frameworks. You will scope, price, and launch a professional services offering, lead customer support efforts, and manage account relationships to ensure customer satisfaction. Additionally, you will serve as the voice of the customer, synthesizing feedback to inform product development and identify opportunities for upselling and account expansion. The ideal candidate will have 6 to 10 years of experience in a client-facing role, preferably in consulting, agency, implementation, or professional services. Strong commercial instincts, technical literacy, and the ability to navigate ambiguity in a fast-paced environment are essential. Excellent communication skills are required for effective engagement with senior stakeholders. Experience in regulated industries or early-stage startups is a plus.