Senior Director of Customer Experience jobs in United States
cer-icon
Apply on Employer Site
company-logo

Gridware · 1 month ago

Senior Director of Customer Experience

positionSan Francisco, CA
timeFull-time
remoteOnsite
seniorityDirector/Executive
money$190K/yr - $215K/yr
date10+ years exp

Gridware is a San Francisco-based technology company dedicated to protecting and enhancing the electrical grid. As the Sr. Director of Customer Experience, you will build, lead, and scale a cross-functional CX organization that ensures every customer receives industry-leading support and value.

EnergyInternet of ThingsPower GridSoftware

Responsibilities

Lead the Customer Success, GTM Product, and Sales Engineering teams
Mentor and develop a high-performance CX leadership bench
Design and operationalize cross-functional end-to-end processes for onboarding, deployment, pilot execution, expansion, and ongoing engagement
Partner with Engineering, Field Operations, and other GTM teams to surface customer feedback, ideate resolutions, and implement remediations
Define, track, and optimize lifecycle metrics
Build scalable support frameworks and documentation
Serve as a customer advocate internally

Qualification

Customer-facing operationsCross-functional CX teamsCustomer retentionGrowthOperational process designData-driven mindsetLeadershipCommunicationTechnical backgroundUtilitiesGTM product management

Required

10+ years leading customer-facing operations; 5+ in senior leadership
Experience building cross-functional CX teams in a high-growth software or hardware business
Track record of ensuring customer retention and growth in a B2B environment
Strong operational process design skills
Excellent leadership, communication, and collaboration abilities
Data-driven mindset with KPI ownership
Deep commitment to customer advocacy

Preferred

Technical background (engineering or product)
Experience working with utilities
GTM or customer-facing product management experience

Benefits

Health, Dental & Vision (Gold and Platinum with some providers plans fully covered)
Paid parental leave
Alternating day off (every other Monday)
“Off the Grid”, a two week per year paid break for all employees.
Commuter allowance
Company-paid training

Company

Gridware

twittertwittertwitter
company-logo
Gridware is a grid‑technology company dedicated to improving safety and reliability on the electrical transmission and distribution systems.
dateFounded in 2020
location
San Francisco, California, USA
people-size51-200 employees
web-link
https://gridware.io

Funding

Current Stage
Growth Stage
Total Funding
$97.2M
Key Investors
Sequoia Capital
2025-11-17Series B· $55M
2025-01-08Series A· $26.4M
2023-06-13Seed· $10.5M

Leadership Team

leader-logo
Timothy Barat
Co-Founder & CEO
linkedin
leader-logo
Abdulrahman Bin Omar
Chief Product Officer & Co-founder
linkedin

Recent News

alleywatch.com
The Weekly Notable Startup Funding Report: 11/24/25
2025-11-24
vcnewsdaily.com
Gridware Nets $55 Million Growth Round
2025-11-19
Pulse 2.0
S&C Electric Company: Interview With Chief Product Development Officer Joe Matamoros
2025-11-19
Company data provided by crunchbase