Director of Customer Experience

Join OBM, Inc. as the Director of Customer Experience, where you will lead our customer engagement strategies and ensure exceptional service delivery and customer outcomes. Success in this role means leading a high-performance team, fostering strong relationships with our customers and continuously improving their experience with our products and services.

The Role

The Director of Customer Experience at OBM is a high-impact leadership role responsible for shaping and executing our customer experience strategy. You will actively lead, mentor, and scale a ten-person team spanning Customer Success Managers, Product Support Specialists, and the Managed Network Services team. You will champion a customer-obsessed culture, align CX goals with broader company objectives, and leverage data and AI to drive sustainable growth, operational excellence, and long-term customer retention.

What You'll Do

• Lead and Empower Customer Experience Team: Provide daily mentorship, performance management, and professional development to a growing organization of professionals across Customer Success, Product Support, and Managed Network Services (includes internal IT infrastructure). Cultivate a high-performance culture, optimize team workflows, and ensure clear alignment with business targets.
• Drive Customer Retention and Engagement: Proactively monitor account health, usage patterns, and engagement metrics that leverage AI to identify churn risks and implement targeted intervention strategies that maximize customer lifetime value. Develop and drive programs promoting engagement and retention.
• Set Strategic Direction: Develop, execute, and continuously refine the overarching customer experience strategy to ensure seamless operations and superior satisfaction across all touchpoints.
• Manage High-Stakes Customer Escalations: Act as the senior escalation point for critical customer issues. Rapidly diagnose root causes, coordinate cross-functional responses, and steer difficult escalations toward swift resolution while protecting customer trust and loyalty.
• Scale the Organization: Design team structure, roles, capacity and incentive plans as the business scales.
• Define Customer Success: Establish rigorous service standards and champion the voice of the customer internally to drive consistency and excellence throughout the entire customer journey.
• Drive Operational Efficiency and Data-Driven Innovation: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives. Leverage data, analytics, and AI to identify process improvements, streamline team execution, and optimize service delivery.
• CX Systems and Vendors: Own CX systems, including the support platform, knowledge base, CRM health scoring and automated outreach, IT monitoring, and manage the vendor relationships for all systems.
• Enable Cross-Functional Collaboration: Partner closely with Product, Engineering, Sales, and Marketing to integrate customer needs into broader company operations and strategic planning. Help build the collateral and go-to-market strategies that let the team launch quickly and qualify leads with less friction.

What We're Looking For

• 8-10+ years of experience in a customer-centric leadership role, preferably within technology products.
• Proven track record of actively leading and developing teams of 10+ employees, with exceptional customer service and conflict-resolution skills.
• Excellent communications, interpersonal and situational management skills.
• Demonstrated expertise in managing difficult customer escalations and turning distressed accounts into long-term advocates.
• Hands-on leadership style with the willingness to dive into the weeds when complex problems arise.
• Data-driven mindset with experience in analyzing customer feedback and metrics.
• Strong problem-solving skills and a proactive approach to addressing customer needs

Nice to Have

• Prior experience working with a technology start-up.
• Experience with AI enablement of Customer Experience organizations
• Experience in Bitcoin mining and/or Power/Energy industries.
• Proficiency in modern customer support software and CRM systems.
• Strong analytical skills for data-driven decision-making and continuous process improvement.
• Familiarity with customer experience management tools and software.