Director of Customer Experience

Job not on LinkedIn

🕒 September 29

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Futuri

WebsiteLinkedInAll Job Openings

51 - 200 employees

📱 Media

🤖 Artificial Intelligence

📡 Telecommunications

Media • Artificial Intelligence • Telecommunications

Futuri is a company specializing in AI-driven software solutions designed to grow audiences and revenue for broadcasters, publishers, and content creators worldwide. With a focus on innovation, Futuri offers a variety of products tailored for different sectors such as radio, television, media sales, digital publishing, and public safety. Their technology provides real-time insights, audience predictions, and automation to enhance content creation and streamline operations. With more than 20 patents in broadcasting technology, Futuri has been a trusted partner for over 7,000 broadcast and media companies, helping them navigate the fast-paced media landscape. The company also offers BEACON, an AI-powered emergency broadcast system that delivers vital public information instantly.

📋 Description

• Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success • Drive customers toward full implementation within 30 days of contract start • Ensure milestones, prerequisites, integrations, training, and customer responsibilities remain on track • Personally lead strategic, complex, or high-visibility implementations, including onsite install days and customer training • Manage strategic customer relationships throughout the customer lifecycle • Coach and support Partner Success Managers in implementation delivery, account management, customer communication, and issue resolution • Ensure implementations meet Futuri standards, including product and CX QA before customer-facing training • Own onboarding and stayboarding programs, including implementation sessions, training cadence, business reviews, feature adoption, and pre-renewal engagement • Monitor product usage, account health, training activity, and customer engagement to identify and mitigate risk • Build relationships with customer stakeholders across leadership and end-user teams • Identify expansion opportunities and provide Sales with actionable context • Partner with Sales on contract-to-implementation handoffs and resolve expectation, technical, or scope gaps • Work with Product and Engineering on integration requirements, blockers, defects, and field feedback • Maintain implementation status, customer activity, training history, account health, and escalation documentation • Improve onboarding plans, training decks, quick-start guides, implementation documentation, and adoption resources • Surface recurring customer challenges and adoption barriers to improve CX processes and product decisions • Support account recovery plans for at-risk customers • Travel regularly to customer locations for implementations, training, business reviews, and strategic engagements

🎯 Requirements

• 6+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, Account Management, or a related customer-facing function • Experience leading complex customer implementations involving multiple stakeholders, technical configuration, integrations, or workflow change • Experience coaching, mentoring, or directly managing customer-facing team members • Ability to manage multiple concurrent customer projects while maintaining ownership of deadlines, dependencies, and next steps • Strong understanding of customer onboarding, product adoption, account health, retention, and renewal strategy • Technical comfort, ability to learn complex software quickly, troubleshoot customer issues, and work effectively with Product and Engineering teams • Familiarity with CRM data structures and integrations, including Salesforce or HubSpot • Working understanding of APIs, authentication, webhooks, data mapping, UAT, or similar integration concepts strongly preferred • Experience using customer success, CRM, project management, or workflow platforms such as HubSpot, Salesforce, Gainsight, Notion, Trello, or Asana • Strong written communication skills for customer documentation, implementation plans, status updates, and training materials • Strong executive presence and ability to build credibility with senior leaders and connect with frontline users • Data-driven approach to customer success using product usage, engagement, and account health information to prioritize action • Comfortable operating in a fast-moving environment with continuously evolving processes • Direct, proactive communication; raises risks early and follows issues through resolution • Strong business judgment and ability to prioritize based on customer impact, revenue risk, and urgency • Experience in broadcast, media, advertising, sales technology, or another multi-stakeholder SaaS environment is a plus • Willing and able to travel regularly within the United States for customer engagements