Outersignal
Head of Customer Experience
1mo ago
USAHeadRemote
Senior leadership role owning customer experience function, managing strategic accounts and scaling the team.
Responsibilities
- OuterSignal is hiring a Head of Customer Experience. 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.
- This is a player-coach position at an early-stage company. 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. The company moves fast, and this person needs to match that pace.
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.
- Background at companies serving the Shopify or broader e-commerce ecosystem strongly preferred — think Attentive, Klaviyo, or Iterable.
- Executive presence and real comfort in senior conversations with CMOs, heads of ecommerce, and brand founders.
- Familiarity with the e-commerce agency world is a meaningful plus, particularly as OuterSignal expands its email-marketing capabilities through the Monocle acquisition.
- Proven ability to operate in a fast-moving, early-stage environment and build structure where little exists.
- Strong communicator who can advocate for customers internally and shape strategy at the leadership level.
Conditions
- A true leadership seat — full ownership of a function from day one, at a company with marquee brand logos and real traction.
- Meaningful equity — as one of the early senior hires.
- 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.
How to apply
- Submit your resume along with responses to the application questions. We review applications on a rolling basis and will reach out to qualified candidates to discuss potential opportunities.
- OuterSignal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Other
- 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.
- 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.
- Be the internal voice of the customer — influence the product roadmap and work alongside engineering to make sure customer needs are prioritized.
- Hire and grow CX talent — recruit and develop the people who will carry the function as the team scales.