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Job Description
Please apply directly on the company website at: https://www.allmoxy.com/employment
HEAD OF CUSTOMER EXPERIENCE
Full-Time |
Hybrid Department:
Customer Experience Reports To:
CEO OVERVIEW
We're looking for a seasoned CX leader who is also an AI-first strategic thinker and hands-on builder. You'll own the full post-sale customer journey, lead a team of Implementation Engineers and Customer Success Managers, and be expected to redesign how we serve customers around what AI now makes possible. You don't bolt AI onto existing processes. You reimagine the work around AI capabilities. Player-coach role reporting directly to the
CEO. ABOUT ALLMOXY
Allmoxy is a purpose-built SaaS platform for custom cabinet, millwork, and woodworking manufacturers — and our story starts where our customers' stories start: on the shop floor. Our founder, Brady Lewis, was running his family's cabinet outsource shop when he hit a wall that every manufacturer knows well: disconnected spreadsheets, legacy systems, and software that was never built for this industry. Seeing no real solution on the market, he built one himself. Every problem that came up got solved, systemized, and written into the platform. The results spoke for themselves — the business grew 120% during the recession. When customers started asking if the software was for sale, Allmoxy was born. Today, we help shops replace the patchwork of tools they've outgrown with one streamlined platform covering quoting, ordering, production, and customer management. Our product gives manufacturers confidence in their operations through a B2B SaaS offering that enables online orders, automates office workflows, and accelerates production. While we've expanded across the woodworking industry, our primary focus remains the component manufacturer. We've grown to a team of nearly 30 people spread across North and South America — with most of our GTM team between Utah and Texas, and our entire Customer Success team based in Salt Lake City. We're a small, tight-knit group with a loyal customer base, strong word-of-mouth, and a genuine passion for the industry we serve. Our mission is to keep making operations possible across the woodworking industry through ever-evolving products and services — fueled by people who care deeply about the craft and love pushing the limits of what technology can do.
Description
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. Please apply directly on the company website at: https://www.allmoxy.com/employment Application Question(s): Are you currently authorized to work in the United States? Do you now or will you in the future require visa sponsorship to work in the United States? How many years of relevant experience do you have? What is the earliest date you are available to start this position? What is your highest level of education? Do you have any background in manufacturing, woodworking, millwork, or similar industries? How many years have you led a customer success or CX team in a B2B SaaS environment? Describe a workflow or function you reimagined using AI — not just automated. What tools did you use, what changed, and what was the impact? Have you helped raise AI fluency across a team? If so, how did you approach it? What is your desired salary? Please provide a number. How did you hear about this position? If you were referred, please list employee's name.
