Head of Client Experience

We are Bloom Growth™—a business growth operating system supported by software. Our proven ecosystem is designed to lead your business on a journey to exponential growth. We provide a thriving environment that nurtures every aspect of your business’s development. This position is 100% remote, actually, our entire company is fully remote!

About the role

We’re hiring the executive who will turn Bloom Growth’s™ post-sale experience into a real growth engine. As Head of Customer Experience at Bloom Growth™, you’ll lead our entire post-sale organization and own the outcomes our customers buy from us. You’ll be accountable for the full customer lifecycle — onboarding, activation, success, retention, and our coach ecosystem as a growth channel — leading senior leaders across CX Operations, Customer Outcomes, Retention & Insights, and the Coach Ecosystem. You own the activation, GRR, NRR, time-to-value outcomes that directly drive the company’s growth trajectory.

You’ll own the structure, staffing, and operating decisions across CX. You report directly to our Integrator and sit on the senior leadership team.

This is a build-and-operate role. The CX organization is in place and our Customer Activation model is defined. We need a leader who can take what we’ve built and refine to sharpening execution, raising the bar across the team, and translating strategy into measurable customer and business outcomes, fast.

What you'll do

• Own and deliver our key customer outcomes — time to first value, activation, gross retention, net revenue retention, and operating efficiency

• Lead and operate the CX organization across CX Operations, Customer Outcomes, Retention & Insights, and the Coach Ecosystem

• Lead, manage, and help all your direct reports win

• Make sure ownership is clear across the customer lifecycle, with crisp handoffs between functions

• Hunt down the real drivers of churn and expansion and act on them

• Make our Customer Activation model produce — consistently, across every segment and cohort

• Raise the bar on execution and decision-making across CX

• Keep reactive support and proactive customer success cleanly separated and consistently effective

• Make and implement the structural, staffing, and operational decisions that improve performance and unlock capacity

• Establish the operating cadence, reporting, and dashboards that give us clear visibility into CX performance

• Partner with Product, Sales, and Finance so customer outcomes inform product direction and revenue goals

• Evaluate and improve the coach ecosystem as a driver of customer success and growth

• Attract, develop, and retain a high-performing leadership bench

Qualifications

Required:

• 10+ years of leadership experience in customer-facing roles within B2B SaaS

• 3+ years owning a full post-sale organization (Customer Success, Support, Operations)

• Demonstrated track record improving retention, expansion, and time to value

• Experience leading multi-functional teams through senior leaders (a leader of leaders)

• Proven ability to drive execution and results within an existing operating model

• Strong decision-making skills and bias toward action

• Strong written and verbal communication skills in English

• Ability to work effectively in a fully remote environment

Preferred:

• Experience in a scaling or high-growth SaaS environment

• Familiarity with EOS (Entrepreneurial Operating System) or a similar framework

• Hands-on experience with customer success and analytics tools (Salesforce, HubSpot, Zendesk, Gainsight, etc.)

• Experience with partner or ecosystem-based growth models

Compensation

The expected base salary range for this role is $190,000–$225,000 USD, depending on experience, skills, qualifications, and geographic location. Bloom Growth™ follows an equitable, market-aligned compensation philosophy to ensure fairness and consistency across our fully remote team.

Benefits

• 100% remote work environment with a technology stipend

• Medical, dental, vision, and life insurance

• 401(k) with employer match (immediate eligibility)

• Unlimited PTO

• Volunteer Time Off

• Paid parental leave

• Professional development opportunities

• Company-paid holidays

Hiring Process

Our hiring process is designed to be transparent and respectful of your time:

• Predictive Index assessment

• Initial interview with the Head of People and Culture

• Conversation with the hiring manager (our Integrator)

• Leadership team interview

• Reference and background check

Location Eligibility

This role is open to candidates permanently residing in the United States, excluding California and New York. Bloom Growth™ adjusts compensation based on geographic market data to maintain internal equity. Travel up to 15% may be required, domestically and/or internationally, depending on business needs.

Application Window

We review applications on a rolling basis and may close the posting once we’ve received a strong pool of candidates. 

A Bit About Us

We’re a fully remote team committed to openness, helpfulness, continual learning, and honest communication. These values shape how we work together and how we support the clients who use our business growth operating system.

Equal Opportunity

Bloom Growth™ is an equal opportunity employer committed to creating an inclusive and respectful workplace. All employment decisions are made without regard to protected characteristics in accordance with applicable laws. We participate in E-Verify and require all employees to complete the I-9 verification process upon hire.

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Support

Remote (United States)

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