Director of Customer Experience
A
AllSpiceHardware Engineering
Hybrid (San Francisco or Boston preferred) or Remote for the Right IndividualFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 7+ years in customer-facing technical roles, with at least 3 years managing or leading a CX, Customer Success, or Solutions Engineering function
- Required Skills
- GitKiCADCI/CDCustomer Success
Requirements
- 7+ years in customer-facing technical roles
- 3+ years managing or leading a CX, Customer Success, or Solutions Engineering function
- Demonstrated ability to build processes and playbooks in a high-growth or early-stage environment
- Strong strategic planning skills
- Hands-on technical credibility
- Knowledge of hardware design workflows, Git, or CI/CD concepts
- Experience with ECAD tools (Altium, KiCad, Cadence, OrCAD, or similar)
- Excellent executive communication skills
- Comfortable in a fast-moving startup environment
Responsibilities
- Define the CX strategy, team structure, and operating model as we scale through Series A and beyond
- Build and own the playbooks, processes, and tooling that drive consistent onboarding, adoption, and expansion across all customer segments
- Establish clear metrics and reporting for customer health, retention, expansion, and team performance
- Partner closely with Sales, Product, and Engineering leadership to align on customer outcomes and feed insights back into the roadmap
- Personally lead or support engagement with strategic accounts
- Guide enterprise engineering teams through technical onboarding
- Serve as an executive-level point of contact for key customers and escalation situations
- Identify and drive expansion opportunities within existing accounts in close partnership with Account Executives
- Hire, coach, and develop CX Engineers as the team grows
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