HeadofCustomerExperience

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 r