JRG Partners is proud to partner with a trailblazing B2B SaaS company, a recognized leader in the tech landscape of Salt Lake City. Our client is on a mission to redefine their industry through cutting-edge technology and an unwavering commitment to customer success. They have built a culture of innovation, collaboration, and growth, and are now seeking a visionary leader to join their executive team. This is a unique opportunity to shape the future of their customer relationships and drive significant business impact. We are looking for a strategic and passionate Head of Digital Customer Experience (CX) to architect and execute a world-class digital journey for a global B2B customer base.
Role Overview for Head of Digital Customer Experience (CX) with a B2B SaaS – Salt Lake City, UT
As the Head of Digital Customer Experience (CX), you will be the chief architect and advocate for our client’s customers in the digital realm. This is a senior leadership role responsible for creating a cohesive, frictionless, and value-driven experience across all digital touchpoints. You will own the entire post-sale digital journey, from initial onboarding and adoption to long-term engagement, retention, and advocacy. You will lead a dedicated team and collaborate across the organization—with Product, Engineering, Marketing, and Sales—to ensure every digital interaction is seamless, personalized, and reinforces the value of the platform. Your vision will directly influence customer loyalty, reduce churn, and unlock new avenues for growth. This role requires a rare blend of strategic thinking, data-driven decision-making, technological acumen, and inspirational leadership. You are not just managing processes; you are building a movement of customer-centricity that will be the cornerstone of the company’s long-term success.
Key Responsibilities of Head of Digital Customer Experience (CX) with a B2B SaaS – Salt Lake City, UT
Digital CX Strategy & Vision
Develop, articulate, and execute a comprehensive digital customer experience strategy that aligns with overarching business goals. Define the vision for a best-in-class digital journey that drives user adoption, satisfaction, and lifetime value.
Customer Journey Orchestration
Meticulously map and analyze the end-to-end digital customer journey. Identify key moments of truth, friction points, and opportunities for proactive engagement. Implement strategies to optimize every touchpoint, from automated onboarding sequences to in-app guidance and self-service support portals.
Data-Driven Insights & Performance Measurement
Establish a robust framework for measuring the success of digital CX initiatives. Define and own key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn rate, product adoption metrics, and customer effort score. Utilize advanced analytics and customer feedback to generate actionable insights that inform strategy and product development.
Technology Stack Management
Oversee the selection, implementation, and optimization of the digital CX technology stack. This includes platforms for customer relationship management (CRM), in-app messaging, analytics, customer feedback, and knowledge base management. Ensure technology solutions empower the team and enhance the customer experience.
Team Leadership & Development
Recruit, mentor, and lead a high-performing team of digital CX professionals. Foster a culture of continuous improvement, innovation, and deep customer empathy. Set clear goals, provide regular feedback, and empower your team to excel.
Voice of the Customer (VoC) Program
Champion the voice of the customer throughout the organization. Develop and scale a comprehensive VoC program that captures feedback from multiple channels (surveys, reviews, support interactions, user forums) and translates it into strategic recommendations for the product and service teams.
Cross-Functional Collaboration
Serve as the primary liaison between the customer and internal departments. Work closely with Product Management to influence the roadmap based on customer needs, with Marketing to ensure consistent messaging, and with Sales to facilitate a smooth post-sale handoff.
Personalization & Automation
Drive the strategy for personalizing the customer experience at scale. Leverage data and automation to deliver targeted content, proactive support, and relevant recommendations that help customers achieve their desired outcomes more efficiently.
Innovation & Best Practices
Stay at the forefront of digital CX trends, tools, and best practices. Introduce innovative approaches, such as leveraging AI for predictive support or building vibrant user communities, to create a competitive advantage through superior customer experience. The practice of customer journey mapping will be central to discovering these innovative opportunities.
Requirements for the Head of Digital Customer Experience (CX) with a B2B SaaS – Salt Lake City, UT
Experience
A minimum of 10+ years of progressive experience in customer experience, customer success, or a related field, with a strong focus on digital channels. At least 5 years in a senior leadership capacity, managing and scaling teams.
Industry Background
Deep experience within the B2B SaaS industry is essential. You must understand the complexities of a recurring revenue model and the importance of customer retention and expansion.
Strategic Acumen
Proven ability to develop and execute a successful, data-informed CX strategy from the ground up. You are a visionary who can see the big picture and translate it into a tangible action plan.
Analytical Skills
Exceptional analytical and quantitative skills. You are highly proficient in using data to understand customer behavior, measure program effectiveness, and make compelling business cases for investment.
Leadership Prowess
A natural leader and mentor with a track record of building, inspiring, and retaining high-performing teams. You lead by example and cultivate a collaborative and customer-first environment.
Technical Proficiency
Hands-on experience with a modern CX tech stack (e.g., Salesforce, Gainsight, Zendesk, Pendo, Qualtrics). You should be comfortable evaluating and implementing new technologies to solve business problems.
Communication Skills
Outstanding written, verbal, and presentation skills. You can effectively communicate complex ideas and influence stakeholders at all levels, from individual contributors to the C-suite.
Educational Background
Bachelor’s degree in Business, Marketing, Computer Science, or a related field is required. An MBA or other advanced degree is highly preferred.
Benefits & Perks Offered
Our client believes in investing in their people and provides a comprehensive benefits package designed to support your professional and personal well-being. This includes:
Competitive Compensation
A highly competitive base salary, performance-based bonus, and a significant equity package.
Comprehensive Health Coverage
Premium medical, dental, and vision insurance for you and your dependents.
Retirement Planning
A 401(k) plan with a generous company match to help you plan for your future.
Flexible Time Off
An unlimited Paid Time Off (PTO) policy, encouraging you to take the time you need to rest and recharge.
Professional Growth
A substantial annual budget for professional development, including conferences, certifications, and courses.
Work-Life Balance
A hybrid work model offering flexibility, combined with a modern office space in the heart of Salt Lake City’s tech hub.
Wellness Programs
A monthly wellness stipend to be used for gym memberships, fitness classes, or mental health resources.
Parental Leave
Generous paid parental leave for all new parents.
Company Culture
A vibrant, inclusive, and collaborative work environment with regular team-building events, social gatherings, and a fully stocked kitchen.
How to Apply
Are you ready to take on this career-defining challenge and build the future of digital customer experience? We want to hear from you. To apply, please submit your resume and a compelling cover letter detailing your experience and vision for this role. JRG Partners is managing this exclusive search. We look forward to reviewing your application and exploring this exciting opportunity with you.
