Director of Customer Experience

We are at the forefront of fintech + AI innovation, backed by leading venture capital firms. Our mission is to build a fraud-free global commerce ecosystem by leveraging the newest technology, freeing online businesses to focus on their core ideas and growth. We are building the future, and we need you to help shape it. Before You Apply - A Reality Check This is not a steady state role. You will inherit teams at different maturity levels, with varying degrees of structure, clarity, and performance. Some functions are newly formed, others are evolving, and leadership is still hands-on with customers where needed. If you are looking for a polished organization with clearly defined playbooks, this will probably not be a fit. If you thrive in ambiguity, enjoy diagnosing complex systems, and know how to sequence change without breaking momentum, keep reading. Who We're Looking For - A Change Leader We are looking for a Director of Customer Experience to take end to end ownership of Customer Success, Customer Support, and Onboarding and Implementations - basically all customer-facing functions. This role is responsible for building a cohesive, scalable customer operating model that supports both our SMB base and a growing enterprise segment. You will be expected to diagnose what is working, what is not, and what needs to change, then lead the organization through that change with clarity, empathy, and decisiveness. This is a senior leadership role with significant influence on retention, expansion, brand trust, and long-term company outcomes. Your Arena - What You Will Own As Director of Customer Experience, you will be accountable for how customers experience us from first value through long-term partnership. Strategic Ownership - Own and evolve the end-to-end Customer Experience across Success, Support, and Onboarding, with clear ownership, escalation paths, and accountability - balancing SMB scale with growing enterprise complexity. Leadership & Team Development Lead and develop managers and senior ICs across customer-facing teams, assessing performance, closing capability gaps, and making tough people decisions to build a scalable leadership bench. Operating Model & Execution - Design operating rhythms, processes, and KPIs that drive consistency, accountability, and data -driven prioritization without slowing execution. Customer Outcomes - Drive retention, engagement, time-to-value, and customer trust while ensuring effective escalation management and reducing executive dependency. Cross-Functional Leadership - Partner with Sales, Product, Operations, and Leadership to align GTM promises with delivery, surface systemic issues, and champion customer-driven improvements.