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Head of Customer Experience

Full-Time   |   Hybrid

Department: Customer Experience

Reports To: CEO

KEY RESPONSIBILITIES

• Lead and develop a team of Implementation Engineers and Customer Success Managers
• Own the full post-sale customer journey, including onboarding, adoption, retention, and renewal
• Build and deploy AI-powered workflows that improve how we onboard, support, and retain customers
• Monitor customer health across the portfolio and drive proactive intervention where needed
• Serve as the internal voice of the customer, feeding insights into product, sales, and leadership
• Define the processes, playbooks, and tooling that scale the CX department as Allmoxy grows

REQUIRED QUALIFICATIONS

• 5+ years in customer success, implementation, or CX roles, with at least 2 years leading a team
• Proven track record improving customer retention and reducing churn in a B2B SaaS environment
• AI-first strategic thinker and hands-on builder: you’ve built real workflows using LLMs and automation tools (Claude projects and skills, GPT, Zapier, Make, or equivalent), not just prompted chatbots
• Genuine excitement about applying AI to CX problems, this should be something you already do, not something you’re willing to learn someday
• You can point to a workflow or function you reimagined because of AI, not just automated. Bonus if you’ve raised an existing team’s AI fluency, not just your own
• Strong ability to build and document processes from scratch; comfortable operating in ambiguity
• Excellent communicator, clear in writing, confident in customer conversations, effective cross-functionally
• Comfortable in a small company where priorities shift and everyone wears multiple hats

PREFERRED QUALIFICATIONS

• Experience with manufacturing, woodworking, millwork, or similar trade industries
• Familiarity with ERP, MRP, or production management software
• Experience building or scaling a CX team during a company’s growth phase
• Proficiency with CRM and CS platforms (HubSpot, Intercom, Gainsight, or similar)
• Experience designing AI-assisted onboarding flows, support routing, or customer health scoring

SUCCESS MILESTONES

30 Days

• You’ve shadowed every implementation, met every team member, reviewed open accounts, and shipped your first AI workflow AND have a written point of view on the three biggest CX bets we should make with AI in the next 12 months.

90 Days

• You’ve rewritten the onboarding playbook, introduced a customer health scoring framework, and have 2–3 AI-powered workflows running in production. Your team has clear OKRs and knows what’s expected.

6 Months

• Onboarding time-to-value is measurably faster. Churn is down. Your AI workflows are saving the team hours each week. The broader company is pointing to CX as a model for how Allmoxy uses AI.

12 Months

• You’re a recognized leader inside the company and a trusted name with customers. CX is a strategic differentiator. You’ve helped shape the team and tooling for the next phase of Allmoxy’s growth.

WHY JOIN ALLMOXY

• You’ll join a company where AI-first is the default operating posture across the team, including the CEO. You won’t be evangelizing inside. You’ll be pushing the frontier with people already on the same page
• High ownership, high impact, you're shaping the function, not inheriting someone else’s playbook
• A product customers genuinely love, in an industry still largely underserved by software
• A small, capable team that moves fast, trusts each other, and builds real things

COMPENSATION & BENEFITS

• Salary depending on experience
• Health, dental, and vision insurance
• Hybrid work arrangement
• PTO plus company holidays

Allmoxy is an equal opportunity employer.