Head of Customer Experience (Saas)

• Define and lead the overall customer experience strategy ensuring alignment with broader business objectives and growth plans.
  
• Champion a customer-centric mindset across the organization influencing cross-departmental initiatives that drive client value and retention.
  
• Provide strategic insights and regular updates to executive leadership on customer success performance risks and opportunities.
  
• Use data-driven analysis to inform decisions identify trends and develop proactive customer engagement strategies.
  
• Architect a best-in-class customer journey framework optimizing onboarding engagement renewal and expansion touchpoints.
  
• Partner with sales marketing product and operations to deliver a unified and seamless customer experience.
  
• Build executive-level relationships with key clients to deepen strategic alignment and long-term partnership value.
  
• Drive retention and account growth by identifying upsell and cross-sell opportunities based on evolving customer needs.
  
• Design and implement robust customer health monitoring systems to anticipate challenges and prevent churn.
  
• Lead strategic voice-of-customer initiatives to capture insights that directly inform product roadmap and service enhancements.
  
• Build lead and develop a high-performing customer success team ensuring clarity of goals accountability and ongoing capability development.
  
• Establish and refine internal processes playbooks and KPIs to drive operational efficiency and consistent customer outcomes.
  
• Foster a performance-driven culture that values collaboration learning and continuous improvement.
  
• Act as a strategic partner to the Product team synthesizing customer feedback into actionable insights for product innovation.
  
• Advocate for the customer in roadmap discussions ensuring the delivery of features and solutions that drive measurable impact.
  
• Uphold compliance with organizational policies around information security data protection and customer confidentiality.
  
• Proactively manage customer risk escalations and complex issue resolution with a long-term partnership mindset.
  

Requirements

• A proven track record in senior leadership roles within customer experience customer success or client engagement functions.
  
• Strategic thinker with a strong ability to design and execute customer-centric initiatives that align with business objectives.
  
• Exceptional communication and stakeholder management skills with experience influencing cross-functional teams and executive decision-makers.
  
• Demonstrated experience in building mentoring and scaling high-performing teams in fast-paced or high-growth environments.
  
• Strong analytical mindset with the ability to interpret customer data and translate insights into actionable strategies.
  
• Proficiency in using digital tools and platforms to manage customer relationships track success metrics and streamline service delivery.
  
• Ability to navigate complex client dynamics resolve escalations and drive long-term relationship value.
  
• Background in technology-driven environments is highly advantageous.
  
• Experience in sectors related to SaaS or enterprise solutions is a plus.
  

Benefits

• Hybrid working mode (only 2 days in office)
  
• Attractive commission scheme performance & annual incentives
  
• Medical benefits and insurance plan
  
• Annual leave and Special leaves
  
• Employee Stock Option Programme
  
• Sponsorship for training & education
  
• Opened minded and positive team culture