Head of Customer Experience

Head of Customer Experience leads the CX function for OuterSignal, owning the most strategic enterprise relationships and building out a growing CX team. Responsibilities include coaching and developing the CX team across SMB, mid-market, and enterprise segments; building the department’s playbooks, onboarding, churn-prevention strategies, and QBR frameworks; ensuring smooth handoffs from sales to onboarding; voicing the customer inside the company to influence the product roadmap; and hiring and growing CX talent. The ideal candidate has 5+ years in B2B SaaS CX/CS with 2+ years of leadership, deep experience with e-commerce/DTC brands (preferably Shopify ecosystem players like Attentive, Klaviyo, Iterable), and proven ability to operate in a fast-moving, early-stage environment, communicating effectively with CMOs, heads of ecommerce, and brand founders. Offers leadership ownership from day one, meaningful equity, and a high-impact, customer-focused product and growth trajectory.