Director of Customer Experience

About The Role

BiltOn is seeking a Global Director of Customer Experience to lead and scale our worldwide Customer Success, Support, and Enablement organizations.

This executive role owns the company’s end-to-end customer journey, from onboarding and adoption through support, retention, and growth — ensuring a seamless, data-driven, and customer-centric experience across all touchpoints.

Reporting directly to the executive leadership team, the director will serve as a key member of the global management forum, shaping strategy, driving operational excellence, and fostering collaboration across Sales, Product, and Engineering to deliver measurable impact and customer value worldwide.

Key Responsibilities

Customer Experience Leadership

• Define and execute the global Customer Experience strategy, ensuring a consistent, scalable framework for onboarding, implementation, adoption and customer lifecycle management.
• Oversee adoption and retention initiatives, leveraging data and analytics to identify growth opportunities and reduce churn.
• Partner with regional and cross-functional leaders to optimize engagement models for strategic, enterprise, and SMB segments.
• epresenting the customer voice in strategic planning and product development discussions.
  
  

Customer Support & Operations

• Lead the global Customer Support organization, ensuring best-in-class service delivery, responsiveness, and resolution quality.
• Develop and implement multi-tier support frameworks with clear operational ownership across Support, Success, Product, and Engineering.
• Drive automation, knowledge management, and self-service initiatives through advanced tooling, AI-powered support, and comprehensive documentation.
• Establish and continuously refine global KPIs and SLAs (response time, resolution rate, CSAT, NPS), embedding operational rigor and transparency.
  
  

Enablement, Learning & Knowledge Strategy

• Architect a unified enablement vision for customers and internal teams — including training programs, onboarding playbooks, and digital learning experiences.
• Develop scalable, multilingual education assets (manuals, tutorials, video content) to enhance customer proficiency and independence.
• Ensure tight alignment between internal enablement (CS & Support training) and customer-facing content to maintain global consistency and excellence.
  
  

Leadership, Culture & Strategy

• Build, mentor, and inspire high-performing, distributed teams across multiple geographies, fostering a culture of accountability, collaboration, and continuous improvement.
• Establish global standards, processes, and governance to ensure alignment across regional operations and business units.
• Serve as thesponsor for customer experience innovation, influencing product direction through actionable insights from the field.
• Partner closely with the CRO, CPO, and CTO to align customer outcomes with business growth, product roadmap, and technical excellence.
  
  

Qualifications

• 10+ years of progressive leadership experience in Customer Experience, Success, or Support, preferably in global SaaS or B2B technology organizations.
• Proven track record of building and scaling large, distributed organizations across regions and time zones.
• Deep operational expertise in Enterprise SaaS GTM, lifecycle management, and process standardization.
• Exceptional communication and stakeholder management skills, with experience influencing at the executive and board levels.
• Strong analytical and strategic thinking capabilities; adept at leveraging data to drive decisions and outcomes.
• Demonstrated success in Enterprise customer education, enablement, and self-service transformation programs.
  
  

Why Join BiltOn

Join a high-growth, global organization committed to redefining customer excellence through innovation, empathy, and operational mastery.

As the Global director of Customer Experience, you will shape the company’s global impact, lead top-tier teams, and ensure every customer interaction reflects our core value: success through partnership.

What You’ll Bring

You are a strategic and empathetic leader who believes that outstanding customer experience combines human touch with operational excellence.

You’re passionate about building teams, systems, and processes that enable customers — and internal teams, to thrive.

Your leadership will ensure that every interaction, from onboarding to support resolution, delivers measurable value and strengthens BiltOn’s customer relationships worldwide.