Clera
Director of Customer Experience
- Confirmed live in the last 24 hours
- No salary listed
- Senior and above
- Full-time
- Remote · Los Angeles
- 7+ yrs exp
- Added today
About this role
About the Role
Lead customer experience strategy and execution across the full customer journey, from onboarding through retention and advocacy. This role works across customer success, support, product, and engineering to strengthen customer relationships and support business growth.
What You'll Do
Develop and execute a customer experience strategy aligned with company goals and market opportunities.
Lead, mentor, and grow customer success and support teams to deliver a strong experience at every touchpoint.
Analyze customer feedback, product usage, and NPS metrics to identify pain points and guide improvements.
Partner with product and engineering teams to prioritize features and fixes based on customer impact.
Define and own CX metrics, and report progress and ROI to leadership.
Build customer advisory and community programs to strengthen relationships and gather insights.
Oversee onboarding, training, and documentation to support smooth customer implementations.
What We're Looking For
7+ years of experience in customer experience, customer success, or a related leadership role, ideally in B2B SaaS.
Experience building and scaling high-performing customer-facing teams.
Strong analytical skills, including the ability to turn customer and usage data into actionable improvements.
Experience with CX platforms, analytics tools, and customer feedback systems.
Excellent communication and stakeholder management skills across technical and non-technical teams.
Experience developing customer experience strategies, owning CX metrics, and partnering with product and engineering teams.
Compensation & Benefits
Visa sponsorship is not available.
Location
This is an on-site role based in Los Angeles, California, United States.
Written by Clera. Original job post
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Clera
Clera builds an agentic operating system that automates complex workflows and processes through AI agents, with a platform designed to simplify distributed infrastructure management for developers. The company is hiring Founding Engineers, Customer Engineers, and Product Engineers to develop both backend systems and user-facing interfaces across their AI automation products.
- Industry
- Technology & Software
Likely interview questions
- Describe your experience developing and executing a customer experience strategy aligned with company goals?
- How have you built and scaled high-performing customer-facing teams in the past?