Lead, Customer Experience Strategy and Operations (High-Touch)

About the Role

Our high-touch customers are where the relationship, the stakes, and the revenue are biggest. This role makes sure that book is run like a business: clear on who we serve and how, deliberate about the experience we create, and measured on what it delivers.

This is half strategy, half operator. You'll design customer experiences and programs for our highest-value accounts, and you'll build the operating rhythm, metrics, and processes that keep the high-touch team effective as it grows. You'll work directly with CS leadership, CSMs, Sales, Support, Product, and Marketing, and you'll have room to shape how we serve our biggest customers.

What You'll Do

Shape the high-touch customer experience

• Design and pilot the moments that matter for high-touch customers: onboarding to value, executive engagement, business reviews, renewal and expansion plays.
• Define what high-touch should mean: which customers qualify, what they get, and what outcome each touchpoint should create.
• Turn customer feedback and data into specific changes to programs, playbooks, and engagement models.
• Work with Product, Support, Marketing, and Sales to close gaps that customers feel across teams.

Run the high-touch business

• Own the operating model for the high-touch segment: coverage, capacity, cost to serve, and how the model changes as the customer base grows.
• Set the metrics that tell us whether it's working, such as adoption, retention, expansion, and customer sentiment, and build the cadence to review them.
• Lead the planning cycles for the segment, and make the case for where to invest and where to automate or pool.
• Build the playbooks, workflows, and tooling the team uses, and keep them current.

Lead projects across teams

• Manage a portfolio of strategic and operational projects from ambiguous idea to launched, measured program.
• Translate leadership priorities into plans with clear owners, timelines, and success measures.
• Bring structure to cross-functional problems, flag risks early, and drive adoption of new ways of working.
• Prepare clear, decision-ready materials for leadership, with a recommendation attached.

Who You Are

• 5-8 years in Customer Success, CS Operations, strategy, or program management, ideally in SaaS, with time close to enterprise or high-touch customers.
• You've designed a customer program or operating model and can show what changed because of it.
• You think in outcomes first. You can say what problem you're solving, how you'll know it worked, and what you'd stop doing to make room.
• You're comfortable with data. You can build the analysis yourself in tools like Salesforce, Gainsight, Tableau, or Snowflake, or ask sharp questions of someone who can.
• You influence without authority, and people across Sales, Support, Product, and CS want you in the room.
• You write and present clearly, and you can lead with the answer for executives.
• You like building new things and also making them stick.
• Experience using AI or automation to scale customer engagement and CSM efficiency

Nice to Have

• Experience with customer segmentation, health scoring, or customer journey design.
• Program or project management certification.