Director of Customer Experience & Scaled Success

Join Hi Marley, a fast-growing startup in the AI-powered communication space. As the Director of Customer Experience & Scaled Success, you will define and evolve how we engage customers at scale. You will build programs, journeys, and engagement systems that help customers adopt our products, realize value quickly, and deepen their partnership with Hi Marley. This leadership role requires a builder mentality, strong cross-functional collaboration skills, and a data-driven mindset. You will work in our Boston office 2-3 days a week and enjoy a range of benefits, including an open vacation policy, a full benefits package, and generous stock options.

• Definir y evolucionar cómo Hi Marley se relaciona con los clientes a gran escala, construyendo programas, viajes y sistemas de compromiso.
• Ser responsable de la estrategia y arquitectura de nuestro modelo de compromiso escalado, incluyendo los viajes de incorporación y adopción, foros de clientes, iniciativas de defensa y experiencias comunitarias.
• Identificar puntos de fricción del cliente, brechas de adopción y caídas en el compromiso, y diseñar intervenciones para mejorar los resultados a escala.
• Data-driven mindset with the ability to use behavioral and engagement signals to improve outcomes
• Experience building scalable customer engagement systems, beyond managing campaigns
• Strong understanding of customer journey design, adoption systems, and behavioral engagement
• Strong cross-functional collaboration skills
• Experience reducing operational complexity and improving leverage for customer-facing teams
• 8-10+ years in Customer Success, Customer Experience, Lifecycle Programs, Community, or related B2B SaaS roles
• Comfort operating in ambiguity and building systems from scratch
• Proven ability to operationalize repeatable customer motions in growing organizations
• Builder mentality: pragmatic, iterative, and execution-oriented
• Curiosity about AI-enabled workflows and how customers adopt new operational behaviors
• A genuine curiosity about AI and emerging technologies, paired with the judgment to apply them thoughtfully and responsibly