Head of Customer Experience

Role Overview

We are looking for a dynamic and hands-on Head of Customer Experience to join our Dublin office with a hybrid schedule (in-office Monday, Tuesday, Thursday). This role is a critical transformation position aimed at improving and strengthening our entire customer lifecycle rather than just maintaining existing processes.

Team and Leadership

You will oversee a lean but seasoned team combining Customer Support and Customer Success functions. Customer Support is managed by an experienced leader with additional out-of-hours help from an external partner, while Customer Success includes a team of 4–5 specialists. Emphasis is placed on prioritization, operational focus, and efficient execution in a compact structure.

Expectations and Experience

The ideal candidate will bring strong SaaS Customer Success leadership, especially managing small and medium business (SMB) clients at scale, handling approximately 1,500 customers in high-volume settings. Your mission will be to bring clear frameworks, operational efficiency, updated tools, and disciplined processes.

Key Qualifications

• Proven track record of rebuilding or improving underperforming Customer Success and Support organizations
• Ability to secure internal commitment and necessary investments to modernize operational capabilities
• Experience in deploying impactful process enhancements and tooling upgrades
• Demonstrated outcomes in increasing retention, satisfaction, and lifecycle indicators
• Skilled in guiding teams effectively through periods of change

Leadership Style

You are an optimistic and action-focused leader who thrives in environments without preset procedures. You will balance strategic planning with hands-on execution, implement advanced systems including AI and automation where suitable, raise benchmarks for performance, and build a scalable, efficient customer engagement engine.