Head Customer Experience
Location: Dublin (Hybrid – Mon, Tues, Thurs in office)
We’re seeking a high-impact, hands-on Head of Customer Experience to stabilise, strengthen and elevate our end-to-end customer lifecycle.
This is a transformation mandate, not a caretaking role.
You’ll lead a lean but experienced function spanning Customer Support and Customer Success. Support is led by a long-tenured, well-regarded manager, with out-of-hours coverage delivered by a third-party partner. Customer Success comprises a team of 4–5 professionals. The structure is intentionally lean and expected to remain so, which makes focus, prioritisation and execution critical.
You’ll bring proven SaaS Customer Success leadership experience, particularly managing SMB customers at scale in high-volume environments (~1,500 customers). We need someone who can introduce clarity, structure, tooling and operational rigour, quickly and pragmatically.
The ideal candidate has:
- Successfully rebuilt or upgraded under-invested CS and Support functions
- Secured internal buy-in and investment to modernise operations
- Implemented meaningful process and tooling improvements
- Delivered measurable gains in retention, satisfaction and lifecycle performance
- Led teams through change with credibility and momentum
You’ll be a positive, action-oriented leader who thrives without a fully formed playbook. Equally comfortable in strategy and day-to-day execution, you’ll modernise systems (including AI and automation where appropriate), elevate performance standards and build a scalable customer engine.
