Director of Customer Experience

Futuri

. Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success .

Posted 9/16/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading complex customer implementations, managing strategic relationships, and driving product adoption while ensuring high-quality customer experiences. Proficient in utilizing CRM and project management tools to enhance customer success and engagement.

Highest-signal resume keywords

Customer Experience ManagementSaaS ImplementationAccount ManagementTechnical ConfigurationCoaching and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingProduct AdoptionAccount Health MonitoringData MappingUATIntegration ConceptsProject ManagementTechnical TroubleshootingImplementation DocumentationTraining Material Creation

Soft Skills

Strong Written CommunicationExecutive PresenceProactive CommunicationBusiness JudgmentRelationship Building

Tools & Technologies

SalesforceHubSpotGainsightNotionTrelloAsana

Industry Keywords

BroadcastMediaAdvertisingSales TechnologyMulti-Stakeholder SaaS

About the role

Key responsibilities & impact

Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success
Drive full implementation within 30 days of contract start, tracking milestones, prerequisites, integrations, training, and customer responsibilities
Personally lead strategic, complex, or high-visibility implementations, including onsite install days and customer training
Manage strategic customer relationships 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 implementations follow Futuri standards, including product and CX QA before customer-facing training
Own 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 risks and act before renewal issues arise
Build relationships with customer stakeholders across leadership and end-user teams
Identify expansion opportunities and provide Sales with actionable context
Partner with Sales on contract-to-implementation handoffs and resolve expectation, technical, or scope gaps
Work with Product and Engineering on integration requirements, blockers, defects, and field feedback
Maintain implementation status, customer activity, training history, account health, and escalation documentation in CX systems
Improve onboarding plans, training decks, quick-start guides, implementation documentation, and adoption resources
Surface recurring customer challenges and adoption barriers to inform CX processes and product decisions
Support account recovery plans for at-risk customers
Travel regularly to customer locations

Requirements

What you’ll need

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
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, using product usage, engagement, and account health information to prioritize action
Comfortable operating in a fast-moving environment where processes are continuously evolving
Direct, proactive communication and ability to follow issues through resolution
Strong business judgment and ability to prioritize 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

Benefits

Comp & perks

Regular travel to customer locations for implementations, training, business reviews, and strategic engagements
Remote work in the United States