🛠 Tech Stack

💼 About This Role

You'll define and scale a unified customer experience model across North America, leading a consolidated team of CXMs and driving AI adoption for enterprise clients. Your core impact is accelerating AI-powered customer transformation and ensuring customers realize value from Talkdesk’s AI solutions. This executive role blends deep technical expertise with strategic leadership to drive retention and expansion.

🎯 What You'll Do

• Lead and scale a multi-layered CX leadership team across North America
• Drive adoption of Talkdesk AI solutions and embed AI best practices
• Serve as executive bridge between customer technical teams and Product Engineering
• Own North America retention and expansion targets (NRR and GRR)

📋 Requirements

• 15+ years in Customer Success, TAM, Professional Services, or Product in enterprise SaaS
• Strong technical foundation with early-career experience in Product, Engineering, or Architecture
• Demonstrated experience driving AI/automation adoption for enterprise customers
• Deep expertise in cloud architecture, APIs, and enterprise integrations

✨ Nice to Have

• Experience with CCaaS/CX platforms
• Prior startup or high-growth company experience
• MBA or advanced leadership training

🎁 Benefits & Perks

• 🏖️ Uncapped PTO
• 🏥 Medical, Dental, Vision, Life, Disability Insurance
• 💰 401(k) plan
• 📅 14 paid holidays
• 📈 Equity and bonus/commission eligibility

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical/Leadership Panel· 90 min

[email protected]