Is the Director of Customer Experience position at Futuri fully remote?

Yes, this Director of Customer Experience position at Futuri is a remote position. The role is available for candidates in United States.

Is this a full-time or part-time Director of Customer Experience role?

This is a full-time Director of Customer Experience position at Futuri.

What are the main requirements for the Director of Customer Experience role?

Key requirements include: lead customer implementations from sales handoff through launch, adoption, and transition into ongoing partner success., drive customers toward full implementation within 30 days of contract start, ensuring milestones, prerequisites, integrations, training, and customer responsibilities stay on track..

How do I apply for the Director of Customer Experience position at Futuri?

You can apply for this Director of Customer Experience position by clicking the "Apply Now" button on this page, which will take you to Futuri's application portal.

Director of Customer Experience at Futuri

United States

<div><body>About the roleFuturi is looking for a Director of Customer Experience to lead the execution of the customer journey across our product portfolio, from implementation and onboarding through adoption, ongoing engagement, and renewal.This is a highly hands-on leadership role. You will work directly with customers, lead complex implementations, manage strategic accounts, coach members of the Partner Success team, and ensure customers are successfully using Futuri products in their real-world workflows.Our implementation standard is aggressive by design. Customers should be installed and actively using their product within 30 days of contract start, with real users completing real work in their production environment. The Director of Customer Experience is responsible for helping make that happen consistently across the customer base.You will sit at the intersection of the customer, Sales, Product, and Engineering, translating customer requirements into clear action while keeping implementations moving and relationships strong. The right person is comfortable moving between an executive customer conversation, a technical implementation session, and a hands-on training with frontline users in the same day.What you'll do<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="color:rgb(0,0,0);margin:12pt 0px 0pt;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Drive customers toward full implementation within 30 days of contract start, ensuring milestones, prerequisites, integrations, training, and customer responsibilities stay on track.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Personally lead strategic, complex, or high-visibility implementations, including onsite install days and customer training.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Manage a portfolio of strategic customer relationships and serve as a trusted point of contact throughout the customer lifecycle.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Coach and support Partner Success Managers in implementation delivery, account management, customer communication, and issue resolution.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Ensure every implementation follows established Futuri standards, including product and CX QA requirements before customer-facing training.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Own the day-to-day execution of onboarding and stayboarding programs, including implementation sessions, training cadence, business reviews, feature adoption, and pre-renewal engagement.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Monitor product usage, account health, training activity, and customer engagement to identify risk early and take action before it becomes a renewal issue.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Build strong relationships with customer stakeholders across leadership and end-user teams, including executives, sales leaders, programmers, content teams, and frontline users.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Identify opportunities for additional products, users, or use cases within existing accounts and provide Sales with clear, actionable context for expansion conversations.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Partner closely with Sales to ensure a clean handoff from contract signature into implementation and resolve gaps in customer expectations, technical requirements, or scope.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Work directly with Product and Engineering to communicate customer integration requirements, implementation blockers, defects, and field feedback with enough detail to drive action.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Maintain accurate implementation status, customer activity, training history, account health, and escalation documentation across CX systems.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Help improve customer-facing materials including onboarding plans, training decks, quick-start guides, implementation documentation, and ongoing adoption resources.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Surface recurring customer challenges, adoption barriers, and workflow patterns that should influence future CX processes or product decisions.</li><li style="color:rgb(0,0,0);margin:0pt 0px 12pt;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Support account recovery plans when a customer is at risk, including direct customer engagement, internal coordination, and clear action plans.</li><li style="color:rgb(0,0,0);margin:12pt 0px 0pt;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Travel regularly to customer locations for implementations, training, business reviews, and strategic engagements.</li></ul>Qualifications<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="color:rgb(0,0,0);margin:12pt 0px 0pt;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">6+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, Account Management, or a related customer-facing function.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Experience leading complex customer implementations involving multiple stakeholders, technical configuration, integrations, or workflow change.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Experience coaching, mentoring, or directly managing customer-facing team members.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Demonstrated ability to manage multiple concurrent customer projects while maintaining clear ownership of deadlines, dependencies, and next steps.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Strong understanding of customer onboarding, product adoption, account health, retention, and renewal strategy.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Technically comfortable and able to learn complex software quickly, troubleshoot customer issues, and work effectively with Product and Engineering teams.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Familiarity with CRM data structures and integrations, including platforms such as Salesforce or HubSpot.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Working understanding of APIs, authentication, webhooks, data mapping, UAT, or similar integration concepts is strongly preferred.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Experience using customer success, CRM, project management, or workflow platforms such as HubSpot, Salesforce, Gainsight, Notion, Trello, or Asana.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Strong written communication skills, including the ability to create clear customer documentation, implementation plans, status updates, and training materials.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Strong executive presence with the ability to build credibility with senior leaders while also connecting effectively with frontline users.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Data-driven approach to customer success, with the ability to use product usage, engagement, and account health information to prioritize action.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Comfortable operating in a fast-moving environment where processes are continuously evolving and not every answer comes with an existing playbook.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Direct, proactive communicator who raises risks early and follows issues through resolution.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Strong business judgment and the ability to prioritize work based on customer impact, revenue risk, and urgency.</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Experience in broadcast, media, advertising, sales technology, or another multi-stakeholder SaaS environment is a plus.</li><li style="color:rgb(0,0,0);margin:0pt 0px 12pt;font-size:12pt;line-height:1.38;letter-spacing:0.25px;">Willing and able to travel regularly within the United States for customer engagements.</li></ul></body></div>

Apply Now

Remote Opportunity

Director of Customer Experience

Join Futuri as a senior professional working remotely from United States. Explore the role, benefits, and apply in one place.

Director of Customer Experience

Futuri

Full Time

1 weeks ago

About the role Futuri is looking for a Director of Customer Experience to lead the execution of the customer journey across our product portfolio, from implementation and onboarding through adoption, ongoing engagement, and renewal. This is a highly hands-on leadership role.

United States

Engineering

Senior

Customer Success

SaaS Implementation

Account Management

+5 more

Job Description

About the role

Futuri is looking for a Director of Customer Experience to lead the execution of the customer journey across our product portfolio, from implementation and onboarding through adoption, ongoing engagement, and renewal.

This is a highly hands-on leadership role. You will work directly with customers, lead complex implementations, manage strategic accounts, coach members of the Partner Success team, and ensure customers are successfully using Futuri products in their real-world workflows.

Our implementation standard is aggressive by design. Customers should be installed and actively using their product within 30 days of contract start, with real users completing real work in their production environment. The Director of Customer Experience is responsible for helping make that happen consistently across the customer base.

You will sit at the intersection of the customer, Sales, Product, and Engineering, translating customer requirements into clear action while keeping implementations moving and relationships strong. The right person is comfortable moving between an executive customer conversation, a technical implementation session, and a hands-on training with frontline users in the same day.

What you'll do

Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success.
Drive customers toward full implementation within 30 days of contract start, ensuring milestones, prerequisites, integrations, training, and customer responsibilities stay on track.
Personally lead strategic, complex, or high-visibility implementations, including onsite install days and customer training.
Manage a portfolio of strategic customer relationships and serve as a trusted point of contact throughout the customer lifecycle.
Coach and support Partner Success Managers in implementation delivery, account management, customer communication, and issue resolution.
Ensure every implementation follows established Futuri standards, including product and CX QA requirements before customer-facing training.
Own the day-to-day execution of onboarding and stayboarding programs, including implementation sessions, training cadence, business reviews, feature adoption, and pre-renewal engagement.
Monitor product usage, account health, training activity, and customer engagement to identify risk early and take action before it becomes a renewal issue.
Build strong relationships with customer stakeholders across leadership and end-user teams, including executives, sales leaders, programmers, content teams, and frontline users.
Identify opportunities for additional products, users, or use cases within existing accounts and provide Sales with clear, actionable context for expansion conversations.
Partner closely with Sales to ensure a clean handoff from contract signature into implementation and resolve gaps in customer expectations, technical requirements, or scope.
Work directly with Product and Engineering to communicate customer integration requirements, implementation blockers, defects, and field feedback with enough detail to drive action.
Maintain accurate implementation status, customer activity, training history, account health, and escalation documentation across CX systems.
Help improve customer-facing materials including onboarding plans, training decks, quick-start guides, implementation documentation, and ongoing adoption resources.
Surface recurring customer challenges, adoption barriers, and workflow patterns that should influence future CX processes or product decisions.
Support account recovery plans when a customer is at risk, including direct customer engagement, internal coordination, and clear action plans.
Travel regularly to customer locations for implementations, training, business reviews, and strategic engagements.

Qualifications

6+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, Account Management, or a related customer-facing function.
Experience leading complex customer implementations involving multiple stakeholders, technical configuration, integrations, or workflow change.
Experience coaching, mentoring, or directly managing customer-facing team members.
Demonstrated ability to manage multiple concurrent customer projects while maintaining clear ownership of deadlines, dependencies, and next steps.
Strong understanding of customer onboarding, product adoption, account health, retention, and renewal strategy.
Technically comfortable and able to learn complex software quickly, troubleshoot customer issues, and work effectively with Product and Engineering teams.
Familiarity with CRM data structures and integrations, including platforms such as Salesforce or HubSpot.
Working understanding of APIs, authentication, webhooks, data mapping, UAT, or similar integration concepts is strongly preferred.
Experience using customer success, CRM, project management, or workflow platforms such as HubSpot, Salesforce, Gainsight, Notion, Trello, or Asana.
Strong written communication skills, including the ability to create clear customer documentation, implementation plans, status updates, and training materials.
Strong executive presence with the ability to build credibility with senior leaders while also connecting effectively with frontline users.
Data-driven approach to customer success, with the ability to use product usage, engagement, and account health information to prioritize action.
Comfortable operating in a fast-moving environment where processes are continuously evolving and not every answer comes with an existing playbook.
Direct, proactive communicator who raises risks early and follows issues through resolution.
Strong business judgment and the ability to prioritize work based on customer impact, revenue risk, and urgency.
Experience in broadcast, media, advertising, sales technology, or another multi-stakeholder SaaS environment is a plus.
Willing and able to travel regularly within the United States for customer engagements.

Requirements

lead customer implementations from sales handoff through launch, adoption, and transition into ongoing partner success.
drive customers toward full implementation within 30 days of contract start, ensuring milestones, prerequisites, integrations, training, and customer responsibilities stay on track.

Skills

Customer Success

SaaS Implementation

Account Management

Project Management

Technical Configuration

Stakeholder Management

CRM

Salesforce

Ready to Apply?

Join Futuri today

Posted 1 weeks ago

More Engineering roles you might like

Discover similar opportunities from companies that are also hiring remotely.

Mortgage Processor

American National Bank & Trust

Full Time

19 hours ago

GENERAL DESCRIPTION : The Mortgage Processor is responsible for processing residential real estate loans from application through closing while ensuring compliance with Bank policies, investor guidelines, and applicable federal and state regulations.

United States

Engineering

Backend Engineering

Mid

Mortgage processing

Loan Origination Systems

Regulatory Compliance

+5 more

Senior Communications Specialist

Vistra Communications

Full Time

21 hours ago

Vistra is seeking a Senior Communications Specialist to analyze, develop, and execute written/visual communication content related to suicide prevention, intervention, and postvention.

United States

Engineering

Backend Engineering

Staff

Strategic Communications

Public affairs

Marketing

+5 more

Senior Site Reliability Engineer Lead

Akamai

Full Time

$121.4k - $218.6k

23 hours ago

Do you have a passion for cutting edge technologies and tackling system problems? Are you a self-starting professional who thrives in a dynamic environment? Join our highly skilled Site Reliability team!

United States

Engineering

DevOps / SRE

Senior

Site reliability engineering

Linux

Hardware architecture

+5 more

Explore more remote openings

Browse fresh listings from our global community of remote-friendly teams.

Area Sales Manager - Pacific Northwest

Bidadoo Inc

Full Time

$60k - $80k

22 hours ago

The Area Sales Manager for Pacific Northwest, ideally based in Washington or Oregon will play a key role in managing existing accounts, acquiring new customers, and serving as a trusted consultant.

United States

Sales

Account Executive

Mid

Sales

Outside Sales

Lead Generation

+5 more

Account Executive

Leading Edge Administrators LLC

Full Time

$80k - $100k

22 hours ago

This position offers the flexibility to work remotely. However, candidates located near our offices in Wall Street, Brooklyn or Tampa are preferred, as proximity to these locations may be beneficial for occasional in-person collaboration.

United States

Sales

Account Executive

Senior

Account Management

Sales

Healthcare Insurance

+5 more

Channel Account Manager

CoreView

Full Time

23 hours ago

About CoreView CoreView is the global leader in Microsoft 365 (M365) tenant resilience, serving over 23 million users worldwide. We empower the world’s leading organizations to master the complexity of Microsoft M365.

United States

Engineering

Backend Engineering

Mid

Channel Management

SaaS

Microsoft 365

+5 more

Staff Data Scientist

Boulevard

Full Time

$164k - $205k

23 hours ago

Who is Boulevard? Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.

United States

Data

Data Science

Senior

Data Science

Product Analytics

SQL

+5 more

Staff Data Scientist

Boulevard

Full Time

$164k - $205k

23 hours ago

United States

Data

Data Science

Senior

Data Science

Product Analytics

SQL

+5 more

AI Product Lead, AI Experience & Quality

Flodesk

Full Time

$150k - $200k

23 hours ago

Flodesk is recognized in the Inc 5000 as one of the world's fastest-growing email marketing companies, built to help entrepreneurs sell online and design emails that people love to get.

Worldwide

Machine Learning

Senior

AI product management

Prompt Engineering

LLM Evaluation

+5 more

Senior Applied AI Engineer, Agent Quality & Evaluations

Flodesk

Full Time

$150k - $250k

23 hours ago

Flodesk is recognized in the Inc 5000 as one of the world's fastest-growing email marketing companies, built to help entrepreneurs sell online and design emails that people love to get.

Worldwide

Machine Learning

Senior

Python

TypeScript

LLM

+5 more

Remote Phone Fundraiser – Use Your Voice to Make a Difference

Public Outreach Consultancy Inc

Full Time

$0.019k - $0.024k

23 hours ago

Remote Phone Fundraiser – Use Your Voice to Make a Difference | $19–$24/hr Work remotely. Build real connections. Fundraise for causes that matter. Are you someone who can talk to almost anyone, tell a great story, and get genuinely excited about something you care about?

United States

Engineering

Backend Engineering

Entry

Communication

Storytelling

fundraising

+5 more

Solutions Engineer

Yuno

Full Time

23 hours ago

Remote, Latam, Full Time, Individual Contributor, +4 years of experience Who We Are At Yuno, we are building the payment infrastructure that allows all companies to participate in the global market.

Mexico

France

Engineering

Backend Engineering

Mid

Solutions engineering

Technical implementation

REST APIs

+5 more

Technical Program Manager – SAP Signavio

Tech Mahindra (America's) Inc

Full Time

$120k - $160k

23 hours ago

Technical Program Manager – SAP Signavio Location: Remote US Employment: Full Time We are looking for an experienced Technical Program Manager (TPM) – SAP Signavio to lead enterprise process transformation initiatives within our clients’ ecosystem.

United States

Operations

Senior

Technical Program Management

BPMN 2.0

Process Mining

+5 more

Senior Editor, Conferences & Events

Bionews, Inc.

Full Time

23 hours ago

<h1>About the Role</h1>Bionews is looking for a Senior Editor to build and lead the editorial strategy and content programming across live and virtual rare disease conferences and events.

United States

Engineering

Backend Engineering

Senior

Editorial strategy

Journalism

Project Management

+5 more

Key Account Manager NA

Yuno

Full Time

23 hours ago

Remote, North America, Full Time, Individual Contributor, +3 years of experience Who We Are At Yuno, we are building the payment infrastructure that allows all companies to participate in the global market.

Mexico

Engineering

Backend Engineering

Mid

Key Account Management

Customer Success

Enterprise relationship management

+5 more