Director of Customer Experience

Red Oak ISD

. Own the end-to-end post-sale client experience across Implementation and Support .

Posted 11/10/2026full-timeAustin • Texas • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing post-sale client experiences, focusing on Implementation and Support while leveraging AI and automation to enhance service efficiency. Proven ability to lead teams, improve time-to-value, and navigate organizational changes effectively.

Highest-signal resume keywords

Post-Sale Experience ManagementImplementation LeadershipAI Deployment in SupportSaaS BackgroundCustomer Experience Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Implementation ManagementSupport ManagementProcess ImprovementTicket Triage ArchitectureResolution AutomationSelf-Serve OnboardingMetrics AccountabilityOrganizational Change NavigationClient Satisfaction ImprovementEnterprise Account Management

Soft Skills

Clear CommunicationCoachingProblem-SolvingPrioritizationCollaboration

Industry Keywords

SaaSCustomer SuccessPost-Merger IntegrationHigh-Volume Digital SupportClient Experience

About the role

Key responsibilities & impact

Own the end-to-end post-sale client experience across Implementation and Support
Set one strategy and one standard for Implementation and Support
Manage Implementation and Support leadership, setting priorities, coaching, and resourcing both teams
Determine the appropriate organizational structure for both functions
Define and hold both functions accountable to shared metrics, including implementation timelines, time-to-value, support response and resolution times, and client satisfaction
Build a single escalation path for issues crossing the Implementation/Support boundary
Clarify and realign the scope of Support versus Customer Success
Use AI to scale service, including ticket triage, resolution automation, and self-serve onboarding
Improve onboarding sequencing and shorten Enterprise time-to-value
Scale a lighter-touch model for the high-volume digital/self-serve customer base
Partner with Customer Success on Implementation handoff quality
Partner with Product and Engineering on structural issues surfaced through Support
Represent Customer Experience at the leadership level on retention risk and expansion readiness
Report to the Chief Operating Officer

Requirements

What you’ll need

8+ years' experience in post-sale functions
5+ years leading Implementation, Support, or Customer Experience teams
Direct experience managing team leads or managers
Strong SaaS background
Experience navigating organizational change, ideally post-merger or post-acquisition
Track record improving time-to-value and reducing escalations through process
Hands-on experience deploying AI and automation in support or onboarding
Experience architecting ticket triage, resolution, or self-serve systems
Clear, direct communication
Bias toward figuring things out and building structure
Experience serving Enterprise accounts alongside a high-volume digital/self-serve motion is nice to have
Must work in the Austin HQ office Tuesday, Wednesday, and Thursday

Benefits

Comp & perks

Equity units via EOP (Employee Ownership Plan): share in what we're building
Comprehensive health coverage: medical, dental, and vision
401(k) with a 3% company contribution
20 days PTO annually
Birthday off
Paid sick leave
Enhanced family leave
Life insurance
Hybrid work arrangement
Real autonomy and ownership from day one