SR Director Customer Experience

Job summary

We are seeking a transformational Senior Director of Customer Experience & Technical Revenue to lead and evolve our post-sales organization, including Account Management, Product Support, Implementation, and Technical Account Management.

This leader will be responsible not only for operational excellence, but for turning highly technical teams into customer-facing, revenue-driving partners. You will embed a commercial mindset across the post-sales lifecycle, enabling teams to identify, influence, and close expansion opportunities while maintaining world-class customer outcomes.

Reporting to the VP of Global Revenue, this role is highly cross-functional, partnering closely with Sales, Marketing, and Product to align post-sales execution with go-to-market strategy and revenue growth objectives.

What you will do

Drive Post-Sales Revenue & Technical Selling:

• Transform post-sales functions into technically credible, revenue-aware advisors
• Embed expansion, upsell, and renewal ownership across technical roles
• Partner with Sales to co-own customer growth strategy
• Develop account planning frameworks tied to growth

Build a Revenue-Centric Operating Model:

• Own forecasting for renewals and expansion pipeline
• Implement methodologies aligning delivery with revenue outcomes
• Establish performance metrics tied to revenue influence

Upskill Technical Teams into Commercial Operators:

• Design enablement programs for value-based selling and negotiation
• Coach leaders to translate technical expertise into business impact

Scale Customer Engagement & Coverage Models:

• Build scalable programs across segments
• Align segmentation with growth potential

Operational Excellence & Customer Experience:

• Drive process optimization and AI-driven initiatives
• Own capacity planning and budgeting
• Implement self-service strategies

Define and Operationalize Best Practices:

• Standardize engagement models
• Establish KPIs across experience and revenue

What you will have

• 8+ years experience with 5+ years in leadership roles
• Proven success driving revenue through post-sales teams
• Experience transforming technical teams into commercial partners
• Strong understanding of enterprise technical sales cycles
• Strategic and execution-focused mindset
• Excellent communicator and cross-functional influencer
• Data-driven and experienced in forecasting
• Thrives in fast-paced environments

Nice to have

• Experience building renewals and expansion motions
• Background in Sales Engineering or Technical Sales
• Experience influencing product roadmap
• Startup or high-growth environment experience

Valimail Benefits

Valimail offers a competitive benefits package for all of our full-time employees. 

Valimail is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Valimail prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

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