Head of Client Experience (CX)

Head of Client Experience (CX) Hybrid / Philadelphia Area About B2B Rocket B2B Rocket is building an AI-powered outbound platform that helps companies find leads, launch campaigns, and generate a pipeline at scale. Our success is directly tied to our clients getting real results, meetings booked, revenue generated, and systems that actually work. We operate fast, iterate constantly, and expect every function to be tightly aligned around customer outcomes. Role Overview We're looking for a Head of Client Experience (CX) to own the entire post-sale customer journey, from onboarding to results delivery, retention, and expansion. This role is not traditional "customer success." It is results-driven, operational, and cross-functional. You will be responsible for building and leading the CX function end-to-end, ensuring every client interaction drives measurable outcomes. You will manage people, systems, processes, and performance, with a clear mandate: Ensure clients succeed using B2B Rocket Core Responsibilities 1. Team Leadership & Management Build, manage, and scale the CX team (CSMs, onboarding specialists, support, etc.) Hire, train, and develop high-performing team members Set clear performance expectations tied to client outcomes Own team structure, capacity planning, and accountability systems Make tough decisions when needed (performance management, restructuring) 2. Client Outcomes & Retention Own client success metrics (activation, engagement, retention, expansion) Ensure clients are getting real, measurable results (e.g., pipeline, booked meetings) Identify at-risk accounts early and implement recovery strategies Design and enforce a results-driven customer journey 3. Process, Systems & SOPs Build and optimize all CX processes from the ground up Create and maintain SOPs for onboarding, campaign launch, ongoing management, and support Standardize workflows while maintaining flexibility for high-value clients Implement systems for tracking performance, health scores, and lifecycle stages 4. Client Operations & Execution Oversee day-to-day client management and delivery quality Ensure campaigns are launched efficiently and correctly Maintain high standards for communication, responsiveness, and execution Own CX reporting and dashboards (internal + client-facing) 5. Escalations & Dispute Management Act as the final point of escalation for high-risk or complex client issues Resolve disputes quickly and effectively while protecting the company Turn negative situations into retention or learning opportunities 6. Compensation & Performance Systems Design and manage CX compensation structures (including commissions/bonuses) Align incentives with client success and retention, not just activity Track and optimize team performance metrics 7.

Cross-Functional Collaboration Sales:

Improve handoff quality, expectations setting, and deal alignment

Product:

Provide structured feedback to improve UX, features, and onboarding flows

Marketing/Growth:

Share insights on ICP fit, messaging, and client pain points 8. Continuous Improvement Identify bottlenecks in the customer journey and fix them Use data + frontline insights to improve the product and experience Drive a culture of ownership, speed, and accountability within CX What We're Looking For Must-Have Experience leading Customer Success / CX in a B2B SaaS or outbound / growth platform Strong operator: you build systems, not just manage people Proven ability to drive client outcomes (not just satisfaction scores) Experience managing escalations, churn risk, and complex accounts Ability to work cross-functionally with sales and product Data-driven mindset with strong reporting and analytical skills Background in high-growth startups or fast-paced environments Experience with outbound, cold email, or lead generation platforms (Apollo, Outreach, etc.) Familiarity with AI-driven products or automation workflows Success in This Role Looks Like Clients consistently achieve measurable results using B2B Rocket Churn is low, expansion revenue is growing CX runs on clear systems, not chaos Sales handoffs are clean, and expectations are aligned Product improvements are directly informed by CX insights The CX team is high-performing, accountable, and outcome-focused

Pay:

$80,000.00 - $150,000.00 per year

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Life insurance Parental leave Retirement plan

Work Location:

Hybrid remote in Collingswood, NJ 08108