Director of Customer Experience

About the role

Futuri is looking for a Director of Customer Experience to lead the execution of the customer journey across our product portfolio, from implementation and onboarding through adoption, ongoing engagement, and renewal.

This is a highly hands-on leadership role. You will work directly with customers, lead complex implementations, manage strategic accounts, coach members of the Partner Success team, and ensure customers are successfully using Futuri products in their real-world workflows.

Our implementation standard is aggressive by design. Customers should be installed and actively using their product within 30 days of contract start, with real users completing real work in their production environment. The Director of Customer Experience is responsible for helping make that happen consistently across the customer base.

You will sit at the intersection of the customer, Sales, Product, and Engineering, translating customer requirements into clear action while keeping implementations moving and relationships strong. The right person is comfortable moving between an executive customer conversation, a technical implementation session, and a hands-on training with frontline users in the same day.

What you'll do

• Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success.
• Drive customers toward full implementation within 30 days of contract start, ensuring milestones, prerequisites, integrations, training, and customer responsibilities stay on track.
• Personally lead strategic, complex, or high-visibility implementations, including onsite install days and customer training.
• Manage a portfolio of strategic customer relationships and serve as a trusted point of contact throughout the customer lifecycle.
• Coach and support Partner Success Managers in implementation delivery, account management, customer communication, and issue resolution.
• Ensure every implementation follows established Futuri standards, including product and CX QA requirements before customer-facing training.
• Own the day-to-day execution of onboarding and stayboarding programs, including implementation sessions, training cadence, business reviews, feature adoption, and pre-renewal engagement.
• Monitor product usage, account health, training activity, and customer engagement to identify risk early and take action before it becomes a renewal issue.
• Build strong relationships with customer stakeholders across leadership and end-user teams, including executives, sales leaders, programmers, content teams, and frontline users.
• Identify opportunities for additional products, users, or use cases within existing accounts and provide Sales with clear, actionable context for expansion conversations.
• Partner closely with Sales to ensure a clean handoff from contract signature into implementation and resolve gaps in customer expectations, technical requirements, or scope.
• Work directly with Product and Engineering to communicate customer integration requirements, implementation blockers, defects, and field feedback with enough detail to drive action.
• Maintain accurate implementation status, customer activity, training history, account health, and escalation documentation across CX systems.
• Help improve customer-facing materials including onboarding plans, training decks, quick-start guides, implementation documentation, and ongoing adoption resources.
• Surface recurring customer challenges, adoption barriers, and workflow patterns that should influence future CX processes or product decisions.
• Support account recovery plans when a customer is at risk, including direct customer engagement, internal coordination, and clear action plans.
• Travel regularly to customer locations for implementations, training, business reviews, and strategic engagements.

Qualifications

• 6+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, Account Management, or a related customer-facing function.
• Experience leading complex customer implementations involving multiple stakeholders, technical configuration, integrations, or workflow change.
• Experience coaching, mentoring, or directly managing customer-facing team members.
• Demonstrated ability to manage multiple concurrent customer projects while maintaining clear ownership of deadlines, dependencies, and next steps.
• Strong understanding of customer onboarding, product adoption, account health, retention, and renewal strategy.
• Technically comfortable and able to learn complex software quickly, troubleshoot customer issues, and work effectively with Product and Engineering teams.
• Familiarity with CRM data structures and integrations, including platforms such as Salesforce or HubSpot.
• Working understanding of APIs, authentication, webhooks, data mapping, UAT, or similar integration concepts is strongly preferred.
• Experience using customer success, CRM, project management, or workflow platforms such as HubSpot, Salesforce, Gainsight, Notion, Trello, or Asana.
• Strong written communication skills, including the ability to create clear customer documentation, implementation plans, status updates, and training materials.
• Strong executive presence with the ability to build credibility with senior leaders while also connecting effectively with frontline users.
• Data-driven approach to customer success, with the ability to use product usage, engagement, and account health information to prioritize action.
• Comfortable operating in a fast-moving environment where processes are continuously evolving and not every answer comes with an existing playbook.
• Direct, proactive communicator who raises risks early and follows issues through resolution.
• Strong business judgment and the ability to prioritize work based on customer impact, revenue risk, and urgency.
• Experience in broadcast, media, advertising, sales technology, or another multi-stakeholder SaaS environment is a plus.
• Willing and able to travel regularly within the United States for customer engagements.