Responsibilities

CX Practice Leadership
Own the pod's renewal forecast and maintain forecast integrity, speak to week-over-week movement, and translate CSM inputs and your own book inspection into a dependable, consistent number that leadership can rely on.
Lead pod territory design within your book of business. Working with your Sales Pod Leader and RevOps, translate the pod's assigned accounts into clearly defined CSM and RM territories that optimize for coverage, collaboration, and customer continuity.
Diagnose and manage portfolio health through monitoring adoption trends, engagement signals, and risk indicators using Vitally, Salesforce, and Gong; ensuring a no-surprises renewal motion through early identification, strong value realization and proactive mitigation of at-risk accounts.
Lead renewals process discipline and set strategy for renewal negotiations, manage commercial timelines, and hold the team accountable for securing outcomes well ahead of renewal dates; own GRR as a personal accountability.
Coach CSMs and Renewals Managers into strategic advisors to develop the team through a consistent operating rhythm of 1:1s, performance coaching, feedback, and career development conversations that build capability and drive accountability.
Serve as executive sponsor on high-stakes accounts and act as the senior CX point of contact for complex escalations, expectation resets, and moments where the partnership with the customer is at risk.
Drive adoption goal-setting and outcome delivery to set adoption goals across the pod's book, hold the team accountable to specific account plans, and move the team from reactive firefighting to proactive customer engagement.
Manage team performance rigorously and lead them through structured performance management, ensure high standards are celebrated and gaps are addressed, and contribute to hiring and onboarding decisions that raise the bar of the team.
Shared Pod Responsibilities (co-owned with the Director, Sales)
Own the customer lifecycle as a shared responsibility and partner closely with the Sales Pod Leader to ensure seamless handoffs, no gaps in customer coverage, and a joined-up experience from acquisition through adoption, renewal, and expansion.
Set the tone for one GTM engine. Model cross-functional trust, unified customer engagement, and shared accountability across Sales and CX; the pod operates as one team with one commercial goal.

Director, Customer Experience at Cultureamp · LumiJobs

Director, Customer Experience

Responsibilities

Qualification

Required

Benefits

Company

Cultureamp

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