Customer Experience Director

Introduction:

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

Job Summary  

The Director of Customer Experience (VoC) is responsible for leading global customer-facing enablement, communication, and insight functions across Digital Signage (DS) and Employee Communications (EX) business lines. The role integrates customer education, product release readiness, documentation, adoption strategy, and voice of customer programs to drive measurable improvements in product adoption, customer retention, and expansion. 

This position operates at the intersection of product, customer success, and go-to-market execution, ensuring product innovation is effectively translated into customer value. The role carries direct accountability for aligning customer experience strategies with revenue outcomes, including gross revenue retention, churn reduction, and upgrade acceleration. 

The CX Director will operate as a senior global strategic leader, establishing the systems, processes, and governance required to scale customer engagement, improve operational efficiency, and deliver consistent, data-driven customer experiences. 

Key Responsibilities  

Customer-Facing Product Release & Adoption Strategy 

• Own customer-facing go-to-market execution for product releases across DS and EX 
• Align product roadmap timelines with enablement, documentation, and communication plans 
• Lead Beta to GA transition planning from a customer readiness perspective 
• Ensure Customer Success, Support, and Renewals teams are prepared for releases 
• Establish and enforce release readiness SLAs across documentation, training, and communications 
• Drive adoption through coordinated launch activities including webinars, in-app messaging, and campaigns 

Customer Intelligence & Voice of Customer (VoC) 

• Lead global VoC strategy, integrating NPS, CSAT, support feedback, and product insights 
• Rebuild and operationalise the global NPS program, including survey design, segmentation, reporting, closed-loop follow-up, and action planning.
• Identify trends across usability, adoption gaps, and customer friction points 
• Connect customer sentiment to churn risk and expansion opportunities 
• Establish structured feedback loops into Product and GTM planning 
• Ensure systematic follow-up on customer detractors 

Customer Marketing & Commercial Enablement 

• Partner with GTM, Marketing, Customer Success and Renewals to support upgrade and expansion initiatives 
• Design and support feature-based adoption and upgrade campaigns 
• Align customer communications with pricing, packaging, and expansion strategies 
• Track and measure the impact of enablement programs on revenue outcomes 

Global Customer Communications Strategy 

• Own governance of all customer-facing communications across DS and EX 
• Deliver in-app messaging, product announcements, lifecycle communications, newsletters and campaigns 
• Ensure consistency, alignment with revenue strategy, and controlled communication volume 
• Drive measurable engagement and adoption outcomes through communication strategies 
• Ensure no product release is launched without structured customer communication support 

 Program Governance & Operational Excellence 

• Building governance, operating rhythms, dashboards, and measurement frameworks for global customer enablement, communications, and VoC programs.
• Build prioritization and performance frameworks to improve visibility, efficiency, and scalability
• Improve operational processes, reporting accuracy, and efficiency 
• Manage a small team or specialist resources where applicable, while primarily leading through influence. 

AI-Enabled Enablement & Knowledge Strategy 

• Implement AI-driven solutions to improve knowledge access and team productivity 
• Support faster onboarding and reduced time-to-competency 
• Leverage AI insights to inform enablement strategy and continuous improvement

Technical Skills / Competencies  

• Commercially driven with strong analytical and data orientation 
• Operationally rigorous with strong execution focus 
• Ability to translate complex product capabilities into customer-facing value 
• Strong executive communication and stakeholder management skills 
• Experience with CRM systems, customer engagement platforms, LMS, CMS, and AI-enabled tools

Education & Experience  

• 10+ years of experience in Customer Experience, Enablement, Product Marketing, or GTM leadership within SaaS 
• Experience leading product release enablement and customer-facing launch execution 
• Demonstrated ability to link adoption programs to revenue retention and growth outcomes 
• Experience managing global, cross-functional teams 
• Strong background in documentation and technical writing oversight 
• Proven partnership with Product, Customer Success, and Support organization 

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self

We show up authentically, are self-aware and always strive to be better.

• See it. Own it. Solve it.

We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.

• Together We’re Better

We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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