Customer Experience Leader - B2B SaaS

A leading B2B Saas startup is looking for a Customer Experience Leader who will be responsible for facilitating ownership of customer experience excellence throughout the org. This would mean customer excellence with complete alignment to strategic customer segments' expectations and goals, for seamless experience that sustains mutual growth.

This is a leadership role that will work with CXOs and will play an influencer role with the senior management and business heads in providing wow factor to the customers.

This leader will play the key role in ensuring all strategic expectations of clients are fully satisfied from different parts of the business.

Specifically this leader's role will encompass:

Develop CX Strategy

- Ensure that all leaders have a clear understanding of the company's vision and goals for customer experience excellence and can take accountability from their deliverables. This includes setting the customer experience goals assigned to top management executives.

- Develop and deploy the company's customer experience strategy

Generate CX Insights

- Develop an efficient portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.

- Coordinate full view of customer data for strategic data monetization, digital business models and real-time digital customer experience excellence.

Facilitate CX Adoption

- Develop an effective portfolio of internal communications for easy assimilation by employees about customer experience realities, expectations, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value.

- Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.

Reporting of CX Data

- Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.

- Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.

To fit the bill, you must have:

- MBA from a top B School

- 10-15+ years - in B2B enterprise experience in Customer Success portfolio from SAAS background.

Please note this isnt a contact center customer excellence role and needs someone with B2B Saas background.

If you think you fit the bill, do send us a cover note with your expertise on customer excellence and B2B Saas exposure along with your location preference and CTC. All cvs without a cover letter will take longer to process.