OuterSignal
Head of Customer Experience
United States · Senior
Sponsorship not specifiedDetected 47 days ago
Product ManagementProduct StrategyCustomer SuccessShopifyLeadership
About the role
- OuterSignal is hiring a Head of Customer Experience.
- This is a player-coach position at an early-stage company.
- The company moves fast, and this person needs to match that pace.
Responsibilities
- Own our most strategic accounts - serve as the senior relationship holder for OuterSignal's most important enterprise clients.
- Lead and develop the team - coach a growing CX team, with plans to build out dedicated SMB, mid-market, enterprise, and onboarding/PLG functions within the next 12 months.
- Build the department's infrastructure - stand up the playbooks, onboarding processes, churn-prevention strategies, and QBR frameworks the function runs on.
- Partner with sales on handoffs - ensure a clean transition from close to onboarding so new brands activate quickly.
- Hire and grow CX talent - recruit and develop the people who will carry the function as the team scales.
- Proven ability to operate in a fast-moving, early-stage environment and build structure where little exists.
- A product that delivers - genuinely memorable customer outcomes, with case studies that speak for themselves.
- A team that moves - a leadership group operating with urgency and building toward something significant.
Requirements
- 5+ years in a B2B SaaS customer success or customer experience role, with at least 2+ years leading or running a team.
- Demonstrated experience with e-commerce or DTC brands, and a strong grasp of what heads of e-commerce, retention marketers, and growth teams care about.
Nice to have
- Background at companies serving the Shopify or broader e-commerce ecosystem strongly preferred - think Attentive, Klaviyo, or Iterable.
- Familiarity with the e-commerce agency world is a meaningful plus, particularly as OuterSignal expands its email-marketing capabilities through the Monocle acquisition.
Benefits
- Meaningful equity - as one of the early senior hires.
Company info
- About OuterSignal
- We are building the customer intelligence layer for commerce.
- Brands know when an order comes in, but they only see ~5% of the real story.
- We show them the other 95%: not just who bought, but who that person is - the execs, influencers, journalists, retail buyers, investors, and everyday customers who become a brand's best evangelists.
- Our platform enriches every order in real time with professional and personal signals, builds personas, and powers everything from surprise-and-delight outreach to smarter email flows, analytics, and BD leads.
- We're a small, high-performing team building the category-defining platform for e-commerce customer intelligence, backed by a world-class investor base.
- The Opportunity
- setting the standard for how the company serves its most important customers, building out the team and systems, and preparing the organization to scale.
- The right person will take direct ownership of the highest-stakes enterprise relationships, lead a growing team of customer success professionals, and define what great looks like across the function.
- This is a senior leadership role with full ownership of the CX function: setting the standard for how the company serves its most important customers, building out the team and systems, and preparing the organization to scale.
- What We're Looking For
Equal opportunity
- equal opportunity employer.
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This listing is sourced directly from OuterSignal's careers page and normalized into a canonical job model.