Sr. Director of CX

Description

Making your next move count

At Openforce, you will find a career experience that will challenge you, satisfy you, and make you proud to work for this Software as a Service (SaaS) and services company. Teamwork and transparent communication are the hallmark of this company. The focus is on high-performance, high customer service and delivery standards. Openforce is a well-established company with an excellent reputation in our industry with a ‘start-up’ feel. Openforce delivers the leading integrated cloud software suite for the independent contracting community, including recruiting, onboarding, settlement pay, compliance, insurance, and retention.

Position Summary

The Sr. Director of CX is a key leadership role responsible for overseeing our Strategic Account Management (SAM) function. This leader is the strategic driver of client satisfaction, account health, and churn mitigation. With a strong focus on developing a proactive and high-performing team, the Senior Director will champion client relationships, delivery of a world-class experience, and ensure clients maximize the value of our platform with a customer-experience-obsessed mindset. Using operational excellence, the Sr. Director will collaborate cross-functionally to ensure the voice of the customer is heard, their customers’ problems are understood at their root, manage projects to completion, and communicate effectively both internally and externally.

Responsibilities

• Lead, manage, and mentor the Strategic Account Management team to drive client satisfaction, retention, timely resolution of both internal and external concerns, and account growth.
• Set and execute the strategic direction for customer experience, including KPI development and health metrics (e.g., NPS, churn rate, renewal rates).
• Collaborate with Sales to ensure smooth new account transitions and with Product to translate client feedback into actionable roadmap insights.
• Oversee the successful execution of Strategic Business Reviews (SBRs) and strategic account plans, such as platform utilization and expansion opportunities.
• Lead a team of client-facing Openforce product experts. Ensure each Strategic Account Manager (SAM) is actively engaged in the system daily, fully understands the ins and outs of how it functions, and is equipped to test new features, troubleshoot issues, and deliver on-demand client demos and training on new functionality.
• Be an active participant, and engaged leader in product testing during release testing.
• Ensure utilization of CRM for account interaction notes, email campaigns, and other company requirements.
• Manage Strategic Account Manager Travel Calendars for efficiency, travel needs, client and tradeshow events, all with proper planning to mitigate cost, while ensuring important client visits are prioritized when needed
• Establish and maintain strong executive relationships with key clients, acting as a trusted advisor and serve as a point of senior-level escalation for client concerns.
• Identify trends in client needs, proactively propose solutions, and ensure issues are resolved before they escalate.
• Partner internally to improve client and new employee onboarding, training, support, and knowledge base content.
• Report regularly to executive leadership on account health, retention risks, and customer experience metrics.
  
  

Qualifications

Competencies

• Leadership: Proven ability to build, inspire, and scale high-performing customer success or account management teams.
• Customer Focus: Deep empathy for client needs and a passion for delivering value across the customer journey.
• Strategic Thinking: Ability to assess long-term client needs, develop account strategies, and anticipate risks.
• Communication: Strong executive presence with excellent verbal and written skills; adept at influencing internal and external stakeholders.
• Execution Excellence: Data-driven mindset with comfort managing CRM tools and health dashboards to drive accountability and action.
  
  

Experience And Education

• 8+ years of experience in customer experience, consulting, customer success, or account management within a SaaS environment.
• 5+ years in a leadership role managing client-facing teams.
• Bachelor’s degree required, equivalent experience will be considered; MBA or related advanced degree preferred.
• Familiarity with platforms like HubSpot, Jira, Confluence, and Monday.com.
• Strong knowledge of SaaS metrics, client lifecycle management, and executive engagement.
  
  

The Perks

• Continued training and career development
• Eligible for participation is the Presidents Cup award (Sales award)
• Full Benefits Package including medical, dental, vision, and 401k match
• Vacation, Sick, and Holiday Pay
  
  

Job Type: Exempt, Full Time

Salary: Salary, Commissions Eligible

Travel: Up to 50% for client office visits, tradeshows, industry events, etc.

Passion, excellence, respect, accountability, and having fun are just the beginning. Openforce believes that our culture is at the core part of what makes us successful. We are looking for someone who understands good culture and will help shape it as it evolves.