Head of Client Experience (B2B SaaS)

TL;DR

Head of Client Experience (B2B SaaS): Leading the post-sale organization to drive customer activation, retention, and growth with an accent on GRR, NRR, and time-to-value. Focus on refining the Customer Activation model, managing senior CX leaders, and translating strategy into measurable business outcomes.

Location: Remote (United States, excluding California and New York)

Salary: $190,000–$225,000 USD

Company

A business growth operating system supported by software designed to lead businesses toward exponential growth.

What you will do

• Lead the CX organization across Operations, Customer Outcomes, Retention & Insights, and the Coach Ecosystem.
• Manage and develop direct reports and a high-performing leadership bench.
• Optimize the customer lifecycle with clear ownership and crisp handoffs between functions.
• Identify and act on real drivers of churn and expansion to improve GRR and NRR.
• Implement structural, staffing, and operational decisions to improve performance and unlock capacity.
• Partner with Product, Sales, and Finance to align customer outcomes with product direction and revenue goals.

Requirements

• Permanently reside in the United States (excluding California and New York).
• 10+ years of leadership experience in customer-facing roles within B2B SaaS.
• 3+ years owning a full post-sale organization (Customer Success, Support, Operations).
• Demonstrated track record of improving retention, expansion, and time to value.
• Experience leading multi-functional teams through senior leaders.
• Strong written and verbal English communication skills.

Nice to have

• Experience in a scaling or high-growth SaaS environment.
• Familiarity with EOS (Entrepreneurial Operating System) or similar frameworks.
• Hands-on experience with customer success and analytics tools (Salesforce, HubSpot, Zendesk, Gainsight, etc.).
• Experience with partner or ecosystem-based growth models.

Culture & Benefits

• 100% remote work environment with a technology stipend.
• Comprehensive medical, dental, vision, and life insurance.
• 401(k) with employer match and immediate eligibility.
• Unlimited PTO, Volunteer Time Off, and paid parental leave.
• Professional development opportunities and company-paid holidays.

Hiring process

• Predictive Index assessment.
• Initial interview with the Head of People and Culture.
• Conversations with the hiring manager (Integrator) and the leadership team.
• Reference and background check.