Head of Customer Experience

About OuterSignal

We are building the customer intelligence layer for commerce. Brands know when an order comes in, but they only see ~5% of the real story. We show them the other 95%: not just who bought, but who that person is — the execs, influencers, journalists, retail buyers, investors, and everyday customers who become a brand’s best evangelists. Our platform enriches every order in real time with professional and personal signals, builds personas, and powers everything from surprise-and-delight outreach to smarter email flows, analytics, and BD leads. We’re a small, high-performing team building the category-defining platform for e-commerce customer intelligence, backed by a world‑class investor base.

The Opportunity

OuterSignal is hiring a Head of Customer Experience. This is a senior leadership role with full ownership of the CX function: setting the standard for how the company serves its most important customers, building out the team and systems, and preparing the organization to scale.

This is a player‑coach position at an early‑stage company. The right person will take direct ownership of the highest‑stakes enterprise relationships, lead a growing team of customer success professionals, and define what great looks like across the function. The company moves fast, and this person needs to match that pace.

What You’ll Do

• Own our most strategic accounts — serve as the senior relationship holder for OuterSignal’s most important enterprise clients.

• Lead and develop the team — coach a growing CX team, with plans to build out dedicated SMB, mid‑market, enterprise, and onboarding/PLG functions within the next 12 months.

• Build the department’s infrastructure — stand up the playbooks, onboarding processes, churn‑prevention strategies, and QBR frameworks the function runs on.

• Partner with sales on handoffs — ensure a clean transition from close to onboarding so new brands activate quickly.

• Be the internal voice of the customer — influence the product roadmap and work alongside engineering to make sure customer needs are prioritized.

• Hire and grow CX talent — recruit and develop the people who will carry the function as the team scales.

What We’re Looking For

• 5+ years in a B2B SaaS customer success or customer experience role, with at least 2+ years leading or running a team.
• Demonstrated experience with e-commerce or DTC brands, and a strong grasp of what heads of e-commerce, retention marketers, and growth teams care about.
• Background at companies serving the Shopify or broader e-commerce ecosystem strongly preferred — think Attentive, Klaviyo, or Iterable.
• Executive presence and real comfort in senior conversations with CMOs, heads of ecommerce, and brand founders.
• Familiarity with the e-commerce agency world is a meaningful plus, particularly as OuterSignal expands its email‑marketing capabilities through the Monocle acquisition.
• Proven ability to operate in a fast‑moving, early‑stage environment and build structure where little exists.
• Strong communicator who can advocate for customers internally and shape strategy at the leadership level.

What We Offer

• A true leadership seat — full ownership of a function from day one, at a company with marquee brand logos and real traction.
• Meaningful equity — as one of the early senior hires.
• A product that delivers — genuinely memorable customer outcomes, with case studies that speak for themselves.
• A team that moves — a leadership group operating with urgency and building toward something significant.

How to Apply

Submit your resume along with responses to the application questions. We review applications on a rolling basis and will reach out to qualified candidates to discuss potential opportunities.

OuterSignal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.