Head of Customer Experience

About the company

Enterpryze is a cloud-based ERP solution created to help small and mid-sized businesses streamline their operations without the usual implementation complexity. The product is designed to get customers up and running in weeks rather than months, with a modern approach that matches the way teams operate today.

The company follows a continuous improvement mindset, releasing updates every month and treating customer feedback as a key input for product development. It emphasises transparency around its roadmap and aims to deliver fast, simple, and responsive support to a growing customer base.

Role summary

This is a senior leadership position focused on shaping and improving the complete customer experience across the organisation. The role blends strategy, hands-on execution, and direct customer ownership. You will define how customers are onboarded, engaged, retained, and expanded, while also managing important accounts during the early phase of the function.

The ideal candidate will be highly customer oriented, comfortable working with data, and committed to creating strong customer outcomes.

Key responsibilities

• Establish the customer success function by creating the core framework, operating processes, and playbooks.
• Review the end-to-end customer journey and improve it across all channels and touchpoints.
• Develop scalable methods for onboarding, adoption, and retention.
• Oversee onboarding for new customers so they achieve value quickly.
• Support ongoing engagement to encourage product usage, satisfaction, and loyalty.
• Spot churn risks early and take action to reduce customer loss.
• Plan the hiring roadmap and structure for the customer success team.
• Recruit and help build the customer success organisation.
• Set clear KPIs and performance expectations for the function.
• Review customer feedback, surveys, complaints, and behavioural data to uncover insights.
• Track customer health metrics such as NPS, CSAT, retention, and churn.
• Identify patterns and opportunities that can improve the customer journey.
• Represent the customer perspective internally and ensure it is reflected in decisions.
• Maintain productive relationships with both internal teams and external stakeholders.
• Report on customer experience performance and share strategic recommendations with senior leadership.

Requirements

• 4 to 6 years of experience in customer success.
• Hands-on exposure to onboarding, retention, and customer lifecycle management.
• Previous experience in a senior-level customer experience, customer success, or customer service leadership role.
• Strong knowledge of customer journey mapping.
• Experience leading cross-functional work and managing teams or projects.
• Excellent analytical thinking and problem-solving ability.
• Strong communication skills and confidence working with stakeholders.

Additional information

The role is based in Sandyford, Dún Laoghaire-Rathdown, Ireland and is a full-time onsite position.

Applications were requested directly via LinkedIn or by emailing a CV to careers@enterpryze.com.

Who can apply

Experienced professionals with a background in customer success, customer experience, or customer service leadership are the intended candidates for this role.

Compensation

No salary or stipend was specified for this position.