Head of Customer Experience

About Futuri

Futuri is the leading provider of audience engagement and sales intelligence technology used by more than 7,000 companies in 22 countries. Holding 20+ published or pending patents, Futuri is an ROI-focused innovation partner to some of the biggest brands in the world, and has earned a place on the Inc. 5000 List of America's Fastest-Growing Private Companies for eight consecutive years. About the role Futuri is looking for a Head of Customer Experience to own the strategy, performance, and evolution of the customer experience organization. This role is responsible for the full post-sale customer journey across Futuri’s product portfolio, including implementation, onboarding, adoption, account health, retention, renewals, and ongoing customer engagement. You will lead the Partner Success organization, establish the standards and operating systems that govern how Futuri serves customers, and ensure our customer experience directly contributes to long-term revenue retention and growth.

This is a leadership role for someone who can build the system and still operate inside it. You will define the CX roadmap, capacity model, implementation standards, account health framework, team structure, and customer lifecycle strategy, while remaining close enough to key accounts and strategic implementations to understand exactly where the customer experience is succeeding or breaking down.

Futuri expects customers to be installed and actively using their product within 30 days of contract start. You will own that standard at the organizational level, ensuring the team has the process, talent, tools, cross-functional support, and accountability required to deliver it consistently.

You will also serve as the senior CX voice across Sales, Product, Engineering, and company leadership, bringing together customer intelligence, product adoption data, retention risk, and operational performance into a clear view of the customer base.

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