Head of Customer Experience

Job not on LinkedIn

🕒 September 16

🇺🇸 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

• Own the overall Customer Experience and Partner Success strategy across Futuri’s product portfolio • Lead, coach, and develop the CX organization, including Partner Success Managers, implementation resources, and future CX hires • Establish roles, performance expectations, account ownership standards, escalation paths, and operating rhythms • Build and manage the CX capacity model, including account loads, implementation capacity, hiring needs, team allocation, and coverage planning • Own the implementation standard and ensure contracted customers are fully installed and actively using the product within 30 days of contract start • Define implementation requirements including sequencing, prerequisites, integrations, QA, training, activation, and customer acceptance • Establish onboarding and stayboarding frameworks across the customer lifecycle • Define and operationalize customer health scoring and related CX actions • Carry accountability for adoption, account health, retention, implementation performance, and gross revenue retention • Develop the 12- to 18-month CX roadmap covering process maturity, automation, tooling, education, self-service, certification, reporting, and team development • Build systems providing a source of truth for implementation status, engagement, product usage, training, account health, and retention risk • Establish operating cadences for implementations, customer risk, escalations, renewals, expansion opportunities, and resource needs • Partner with Sales on handoffs, implementation scoping, expectations, integrations, post-sale ownership, renewals, expansion, and cross-sell opportunities • Partner with Product and Engineering on feedback, integrations, enhancement requests, defects, competitive intelligence, and adoption insights • Own executive relationships with strategic accounts and lead customer recovery efforts when relationships or revenue are at risk • Establish leadership reporting on implementation, adoption, account health, capacity, risk, retention, and CX effectiveness • Develop scalable customer-facing resources including implementation documentation, training programs, admin guides, recorded education, and adoption content • Build a self-sufficient CX team and foster accountability, urgency, curiosity, and customer ownership • Remain involved in selected strategic implementations and customer engagements • Travel regularly for strategic customer meetings, implementations, business reviews, team engagements, and executive relationships

🎯 Requirements

• 8+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, or a related post-sale function, including at least 3 years leading a customer-facing team • Demonstrated experience owning a customer success or customer experience function with accountability for adoption, retention, account health, or revenue outcomes • Proven ability to build or significantly evolve onboarding, implementation, adoption, retention, and customer lifecycle programs • Experience managing, coaching, hiring, and developing customer-facing teams • Strong experience with capacity planning, resource allocation, performance management, and operational design • Demonstrated ownership of complex technical implementations involving multiple stakeholders, integrations, data migration, CRM systems, or significant workflow change • Strong understanding of CRM data models and customer integration requirements, including objects, fields, relationships, mapping, and validation • Working knowledge of APIs, webhooks, OAuth, authentication, environment management, UAT, and related integration concepts • Ability to interpret product usage, customer engagement, retention, and operational data and convert that information into clear priorities and action • Experience with customer success and CRM platforms such as HubSpot, Salesforce, Gainsight, or similar systems • Experience with project management and workflow tools such as Notion, Trello, Asana, or similar • Strong systems thinker who can create repeatable processes without introducing unnecessary complexity • Excellent written communication skills, including the ability to produce executive reporting, operating plans, implementation standards, customer communications, and internal documentation • Strong executive presence and the ability to influence senior stakeholders internally and externally • Ability to move comfortably between strategic planning and detailed execution, including direct involvement in customer or implementation issues when necessary • Strong cross-functional leadership skills and demonstrated success working closely with Sales, Product, Engineering, Marketing, and executive leadership • Experience working alongside quota-carrying sales organizations and contributing to renewal, expansion, or revenue retention strategy • Comfortable operating in a fast-moving environment where the CX function is expected to evolve alongside the business and product • Experience in broadcast, media, advertising, sales technology, or another complex multi-stakeholder enterprise environment is strongly preferred • Bachelor’s degree strongly preferred; Business, Communications, Information Systems, or a related field is a plus • Willing and able to travel regularly within the United States for customer and company engagements