Head of Customer Experience

Futuri

. Own the overall Customer Experience and Partner Success strategy across Futuri’s product portfolio .

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Experience and Partner Success strategy, with a strong focus on implementation, adoption, and retention metrics. Proven ability to lead and develop customer-facing teams while managing complex technical implementations and cross-functional collaboration.

Highest-signal resume keywords

Customer Experience StrategyImplementation ManagementTeam LeadershipCapacity PlanningCRM Systems Expertise

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer SuccessSaaS ImplementationOnboarding ProgramsData MigrationAPIsUATPerformance ManagementOperational DesignCustomer Health ScoringTechnical Implementations

Soft Skills

Excellent Written CommunicationCross-Functional LeadershipExecutive PresenceInfluencing StakeholdersCuriosity

Tools & Technologies

HubSpotSalesforceGainsightNotionTrelloAsana

Industry Keywords

BroadcastMediaAdvertisingSales TechnologyMulti-Stakeholder Environment

About the role

Key responsibilities & impact

Own the overall Customer Experience and Partner Success strategy across Futuri’s product portfolio
Lead, coach, and develop the CX organization, including Partner Success Managers, implementation resources, and future CX hires
Establish roles, performance expectations, account ownership standards, escalation paths, and operating rhythms
Build and manage the CX capacity model, including account loads, implementation capacity, hiring needs, team allocation, and coverage planning
Own the implementation standard and ensure contracted customers are fully installed and actively using the product within 30 days of contract start
Define implementation requirements including sequencing, prerequisites, integrations, QA, training, activation, and customer acceptance
Establish onboarding and stayboarding frameworks across the customer lifecycle
Define and operationalize customer health scoring and related CX actions
Carry accountability for adoption, account health, retention, implementation performance, and gross revenue retention
Develop the 12- to 18-month CX roadmap covering process maturity, automation, tooling, education, self-service, certification, reporting, and team development
Build systems providing a source of truth for implementation status, engagement, product usage, training, account health, and retention risk
Establish operating cadences for implementations, customer risk, escalations, renewals, expansion opportunities, and resource needs
Partner with Sales on handoffs, implementation scoping, expectations, integrations, post-sale ownership, renewals, expansion, and cross-sell opportunities
Partner with Product and Engineering on feedback, integrations, enhancement requests, defects, competitive intelligence, and adoption insights
Own executive relationships with strategic accounts and lead customer recovery efforts when relationships or revenue are at risk
Establish leadership reporting on implementation, adoption, account health, capacity, risk, retention, and CX effectiveness
Develop scalable customer-facing resources including implementation documentation, training programs, admin guides, recorded education, and adoption content
Build a self-sufficient CX team and foster accountability, urgency, curiosity, and customer ownership
Remain involved in selected strategic implementations and customer engagements
Travel regularly for strategic customer meetings, implementations, business reviews, team engagements, and executive relationships

Requirements

What you’ll need

8+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, or a related post-sale function, including at least 3 years leading a customer-facing team
Demonstrated experience owning a customer success or customer experience function with accountability for adoption, retention, account health, or revenue outcomes
Proven ability to build or significantly evolve onboarding, implementation, adoption, retention, and customer lifecycle programs
Experience managing, coaching, hiring, and developing customer-facing teams
Strong experience with capacity planning, resource allocation, performance management, and operational design
Demonstrated ownership of complex technical implementations involving multiple stakeholders, integrations, data migration, CRM systems, or significant workflow change
Strong understanding of CRM data models and customer integration requirements, including objects, fields, relationships, mapping, and validation
Working knowledge of APIs, webhooks, OAuth, authentication, environment management, UAT, and related integration concepts
Ability to interpret product usage, customer engagement, retention, and operational data and convert that information into clear priorities and action
Experience with customer success and CRM platforms such as HubSpot, Salesforce, Gainsight, or similar systems
Experience with project management and workflow tools such as Notion, Trello, Asana, or similar
Strong systems thinker who can create repeatable processes without introducing unnecessary complexity
Excellent written communication skills, including the ability to produce executive reporting, operating plans, implementation standards, customer communications, and internal documentation
Strong executive presence and the ability to influence senior stakeholders internally and externally
Ability to move comfortably between strategic planning and detailed execution, including direct involvement in customer or implementation issues when necessary
Strong cross-functional leadership skills and demonstrated success working closely with Sales, Product, Engineering, Marketing, and executive leadership
Experience working alongside quota-carrying sales organizations and contributing to renewal, expansion, or revenue retention strategy
Comfortable operating in a fast-moving environment where the CX function is expected to evolve alongside the business and product
Experience in broadcast, media, advertising, sales technology, or another complex multi-stakeholder enterprise environment is strongly preferred
Bachelor’s degree strongly preferred; Business, Communications, Information Systems, or a related field is a plus
Willing and able to travel regularly within the United States for customer and company engagements

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Futuri Website LinkedIn All Job Openings 51 - 200 employees 📱 Media 🤖 Artificial Intelligence 📡 Telecommunications Media
Artificial Intelligence
Telecommunications Futuri is a company specializing in AI-driven software solutions designed to grow audiences and revenue for broadcasters, publishers, and content creators worldwide. With a focus on innovation, Futuri offers a variety of products tailored for different sectors such as radio, television, media sales, digital publishing, and public safety. Their technology provides real-time insights, audience predictions, and automation to enhance content creation and streamline operations. With more than 20 patents in broadcasting technology, Futuri has been a trusted partner for over 7,000 broadcast and media companies, helping them navigate the fast-paced media landscape. The company also offers BEACON, an AI-powered emergency broadcast system that delivers vital public information instantly. Head of Customer Experience Job not on LinkedIn 🔥 3 minutes ago 🇺🇸 United States – Remote ⏰ Full Time 🔴 Lead 💝 Customer Support 👻 Ghost score 15% Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Own the overall Customer Experience and Partner Success strategy across Futuri’s product portfolio
Lead, coach, and develop the CX organization, including Partner Success Managers, implementation resources, and future CX hires
Establish roles, performance expectations, account ownership standards, escalation paths, and operating rhythms
Build and manage the CX capacity model, including account loads, implementation capacity, hiring needs, team allocation, and coverage planning
Own the implementation standard and ensure contracted customers are fully installed and actively using the product within 30 days of contract start
Define implementation requirements including sequencing, prerequisites, integrations, QA, training, activation, and customer acceptance
Establish onboarding and stayboarding frameworks across the customer lifecycle
Define and operationalize customer health scoring and related CX actions
Carry accountability for adoption, account health, retention, implementation performance, and gross revenue retention
Develop the 12- to 18-month CX roadmap covering process maturity, automation, tooling, education, self-service, certification, reporting, and team development
Build systems providing a source of truth for implementation status, engagement, product usage, training, account health, and retention risk
Establish operating cadences for implementations, customer risk, escalations, renewals, expansion opportunities, and resource needs
Partner with Sales on handoffs, implementation scoping, expectations, integrations, post-sale ownership, renewals, expansion, and cross-sell opportunities
Partner with Product and Engineering on feedback, integrations, enhancement requests, defects, competitive intelligence, and adoption insights
Own executive relationships with strategic accounts and lead customer recovery efforts when relationships or revenue are at risk
Establish leadership reporting on implementation, adoption, account health, capacity, risk, retention, and CX effectiveness
Develop scalable customer-facing resources including implementation documentation, training programs, admin guides, recorded education, and adoption content
Build a self-sufficient CX team and foster accountability, urgency, curiosity, and customer ownership
Remain involved in selected strategic implementations and customer engagements
Travel regularly for strategic customer meetings, implementations, business reviews, team engagements, and executive relationships 🎯 Requirements
8+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, or a related post-sale function, including at least 3 years leading a customer-facing team
Demonstrated experience owning a customer success or customer experience function with accountability for adoption, retention, account health, or revenue outcomes
Proven ability to build or significantly evolve onboarding, implementation, adoption, retention, and customer lifecycle programs
Experience managing, coaching, hiring, and developing customer-facing teams
Strong experience with capacity planning, resource allocation, performance management, and operational design
Demonstrated ownership of complex technical implementations involving multiple stakeholders, integrations, data migration, CRM systems, or significant workflow change
Strong understanding of CRM data models and customer integration requirements, including objects, fields, relationships, mapping, and validation
Working knowledge of APIs, webhooks, OAuth, authentication, environment management, UAT, and related integration concepts
Ability to interpret product usage, customer engagement, retention, and operational data and convert that information into clear priorities and action
Experience with customer success and CRM platforms such as HubSpot, Salesforce, Gainsight, or similar systems
Experience with project management and workflow tools such as Notion, Trello, Asana, or similar
Strong systems thinker who can create repeatable processes without introducing unnecessary complexity
Excellent written communication skills, including the ability to produce executive reporting, operating plans, implementation standards, customer communications, and internal documentation
Strong executive presence and the ability to influence senior stakeholders internally and externally
Ability to move comfortably between strategic planning and detailed execution, including direct involvement in customer or implementation issues when necessary
Strong cross-functional leadership skills and demonstrated success working closely with Sales, Product, Engineering, Marketing, and executive leadership
Experience working alongside quota-carrying sales organizations and contributing to renewal, expansion, or revenue retention strategy
Comfortable operating in a fast-moving environment where the CX function is expected to evolve alongside the business and product
Experience in broadcast, media, advertising, sales technology, or another complex multi-stakeholder enterprise environment is strongly preferred
Bachelor’s degree strongly preferred; Business, Communications, Information Systems, or a related field is a plus
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