Head of Customer Experience

🕒 il y a 15 jours

🗽 New York – Distant

🗽 New York – Remote

⏰ Temps Plein

🔴 Expert

💝 Support Client

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OuterSignal

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1 - 10 employés

☁️ SaaS

🤝 B2B

🛍️ eCommerce

SaaS • B2B • eCommerce

OuterSignal est une plateforme SaaS d'intelligence client qui aide les marques de e-commerce et de vente directe aux consommateurs à identifier en temps réel leurs clients à forte valeur ajoutée, influenceurs et pistes B2B stratégiques à partir de leurs données de commande. Elle offre des fonctionnalités de détection des clients VIP, de segmentation approfondie de l'audience, d'analytique des personas et démographique, ainsi que des exports en un clic vers les plateformes publicitaires et les CRM permettant ainsi aux marques de personnaliser leur marketing, découvrir des opportunités de vente au détail ou de partenariat, et de réagir immédiatement aux insights. Le produit s'intègre aux environnements techniques des marchands (par exemple, Shopify, Meta, CRM) et met l'accent sur les alertes en temps réel, la création de lookalikes et l'activation de segments pour améliorer la valeur vie client et la performance des campagnes.

Description

• Own our most strategic accounts — serve as the senior relationship holder for OuterSignal’s most important enterprise clients. • Lead and develop the team — coach a growing CX team, with plans to build out dedicated SMB, mid-market, enterprise, and onboarding/PLG functions within the next 12 months. • Build the department’s infrastructure — stand up the playbooks, onboarding processes, churn-prevention strategies, and QBR frameworks the function runs on. • Partner with sales on handoffs — ensure a clean transition from close to onboarding so new brands activate quickly. • Be the internal voice of the customer — influence the product roadmap and work alongside engineering to make sure customer needs are prioritized. • Hire and grow CX talent — recruit and develop the people who will carry the function as the team scales.

🎯 Exigences

• 5+ years in a B2B SaaS customer success or customer experience role, with at least 2+ years leading or running a team. • Demonstrated experience with e-commerce or DTC brands, and a strong grasp of what heads of e-commerce, retention marketers, and growth teams care about. • Background at companies serving the Shopify or broader e-commerce ecosystem strongly preferred — think Attentive, Klaviyo, or Iterable. • Executive presence and real comfort in senior conversations with CMOs, heads of ecommerce, and brand founders. • Familiarity with the e-commerce agency world is a meaningful plus, particularly as OuterSignal expands its email-marketing capabilities through the Monocle acquisition. • Proven ability to operate in a fast-moving, early-stage environment and build structure where little exists. • Strong communicator who can advocate for customers internally and shape strategy at the leadership level.

🏖️ Avantages

• A true leadership seat — full ownership of a function from day one, at a company with marquee brand logos and real traction. • Meaningful equity — as one of the early senior hires. • A product that delivers — genuinely memorable customer outcomes, with case studies that speak for themselves. • A team that moves — a leadership group operating with urgency and building toward something significant.