Lead, Customer Experience Transformation (SaaS)

TL;DR

Lead, Customer Experience Transformation (SaaS): Driving strategic customer experience initiatives from opportunity identification to measurable growth with an accent on AI-enabled process optimization and cross-functional alignment. Focus on building business cases, shaping enterprise roadmaps, and mobilizing teams to reduce friction across critical customer journeys.

Location: Must be based in the United States

Company

hirify.global is a billion-dollar cloud compliance platform defining the relationship between tax and technology, processing billions of API calls annually.

What you will do

• Lead strategic customer experience priorities across the enterprise lifecycle.
• Identify opportunities to leverage AI for reducing customer effort and improving operational efficiency.
• Develop business cases and transformation strategies to secure organizational investment.
• Partner with Product, Engineering, and Support teams to integrate customer priorities into roadmaps.
• Define and track success metrics including CSAT, NPS, retention, and adoption.
• Establish scalable governance and operating rhythms for continuous experience improvement.

Requirements

• Must be based in the United States
• 8+ years of experience in customer experience transformation, business strategy, or SaaS operations.
• Proven ability to translate customer insights into funded projects and strategic roadmaps.
• Experience influencing cross-functional teams without direct authority.
• Strong analytical skills with experience using performance metrics like NPS and customer effort.
• Demonstrated application of AI or automation to improve business outcomes.

Culture & Benefits

• Competitive compensation package with bonus eligibility.
• Comprehensive health, life, and disability insurance.
• Paid time off and paid parental leave.
• Strong commitment to diversity, equity, and inclusion with 8 active employee resource groups.
• AI-first work environment focused on innovation and disruptive technology.