🛠 Tech Stack

💼 About This Role

You'll lead Breezeway's post-sale organization, shaping company strategy through the customer lens. You'll own the end-to-end customer lifecycle, driving retention, efficiency, and a best-in-class customer experience. This is a hands-on leadership role for someone who has successfully navigated organizational scale and process maturity in a B2B SaaS environment.

🎯 What You'll Do

• Define and lead post-sale strategy across onboarding, adoption, retention, and support
• Lead and develop a multi-layered CX organization with senior leaders
• Own net revenue retention and overall customer health metrics
• Optimize onboarding processes to reduce time-to-value and improve activation
• Oversee global support operations with focus on responsiveness and cost efficiency

📋 Requirements

• 10–15+ years progressive CX or CS leadership in B2B SaaS
• Experience as top CX leader at a $20M–$100M ARR company
• Track record of scaling CX through growth and improved NRR
• Strong operator comfortable with metrics, forecasting, and systems (HubSpot preferred)

✨ Nice to Have

• Experience in high-velocity SMB to mid-market environments
• Experience leading through change and introducing new processes
• Strong cross-functional partner to Product, Sales, Marketing, and Finance

🎁 Benefits & Perks

• 🏖️ Remote-first company
• 🏥 Health insurance (implied)
• 💰 Competitive compensation (implied)
• 📈 Equity (implied)
• 🕒 Flexible PTO (implied)

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Executive interview· 60 min