Head of Customer Experience

🕒 June 5

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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OuterSignal

WebsiteLinkedInAll Job Openings

1 - 10 employees

☁️ SaaS

🤝 B2B

🛍️ eCommerce

SaaS • B2B • eCommerce

OuterSignal is a customer intelligence SaaS platform that helps eCommerce and direct-to-consumer brands identify high-value customers, influencers, and strategic B2B leads from their order data in real time. It provides VIP detection, deep audience segmentation, persona and demographic analytics, and one-click exports to ad platforms and CRMs so brands can personalize marketing, uncover retail or partnership opportunities, and act on insights immediately. The product integrates with merchants' stacks (e. g. , Shopify, Meta, CRMs) and emphasizes real-time alerts, lookalike building, and segment activation to boost LTV and campaign performance.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.