Overview:
The Director of Customer Experience owns the full client lifecycle at SingleWave — from how prospects first discover us, through how accounts are won, grown, and retained, to the quality of service clients receive every day.
This role unites marketing and lead generation, account management, and customer service under a single leader accountable for revenue growth, profitability, and the overall client experience.
In addition to leading these functions, this role personally owns and stewards SingleWave's highest-value, strategic accounts.
Primary Ownership Areas:
Marketing and Lead Generation
The Director of Customer Experience owns how SingleWave attracts and qualifies new business. Responsibilities include:
- Owning marketing strategy and execution to drive qualified lead flow
- Building and managing campaigns across digital, referral, and community channels
- Developing brand presence and messaging that positions SingleWave as a trusted advisor
- Generating, qualifying, and nurturing pipeline through the funnel
- Measuring marketing performance and optimizing for cost-effective growth
Account Management and Strategic Growth
The Director of Customer Experience develops and executes strategies to grow and retain accounts. Responsibilities include:
- Owning client relationships and overall account profitability
- Developing and executing growth strategies for assigned accounts
- Identifying and developing new opportunities within existing clients
- Personally holding and stewarding high-end, strategic accounts
- Coordinating internal teams to deliver solutions and account strategy
Customer Service and Client Experience
The Director of Customer Experience ensures clients receive a consistent, high-quality experience. Responsibilities include:
- Ensuring clients receive responsive, high-quality service and support
- Building trust through follow-through and proactive communication
- Resolving issues while prioritizing client success and retention
- Defining and continuously improving the end-to-end client experience
Account Performance and Profitability
The Director of Customer Experience owns the financial health across marketing, accounts, and service. Responsibilities include:
- Monitoring revenue and margin performance while driving profitable growth
- Ensuring work delivered aligns with long-term strategic value
- Managing scorecards and success metrics across the client lifecycle
Market Awareness and Relationship Expansion
The Director of Customer Experience builds awareness and relationships that generate opportunity. Responsibilities include:
- Building relationships within relevant business communities
- Maintaining awareness of industry and technology trends
- Strengthening referral networks and identifying new growth channels
Definition of Success
Success in this role is defined by:
- Growth in qualified leads and a healthy, well-managed pipeline
- Growth in account revenue and margin
- Strong client satisfaction, retention, and positive referrals
- Development and closing of large strategic opportunities
- Clients viewing SingleWave as a trusted advisor
Target Behavioral Profile
This role is best suited for individuals who demonstrate:
- Strong relationship orientation across marketing, sales, and service
- Strategic thinking and opportunity recognition
- High ownership and accountability for revenue and experience outcomes
- Confidence in client-facing leadership conversations
- Ability to coordinate internal resources effectively
- Strong Technical Sales Skills, Preferably in Technology consulting over SAAS.
Highest Priority Actions
- Drive qualified lead generation and a healthy marketing pipeline
- Maintain strong executive-level client relationships
- Build strategic growth plans for key accounts
- Personally hold and grow high-end, strategic accounts
- Deliver an exceptional, consistent end-to-end client experience
- Protect and grow account profitability
What We Offer:
- Competitive salary (commensurate with experience).
- Performance-based bonuses aligned with company and revenue growth.
- Comprehensive benefits including health, dental, vision, and life insurance.
- Paid time off, parental leave, and flexible scheduling options.
- Professional development opportunities within a rapidly scaling organization.
- A supportive, collaborative, and growth-focused culture.
Schedule:
- Monday to Friday (in-person)
- Location: Saint Charles, MO 63301 — Required commute
Job Type: Full-time
Pay: $130,000.00 - $150,000.00 per year
Experience:
- Technology sales: 2 years (Preferred)
- Business development or sales: 3 years (Required)
Ability to Commute:
- Saint Charles, MO 63301 (Required)
Work Location: In person
