Director, Customer Experience - Strategic Accounts

Summary

The Director of Customer Experience is a senior level leader responsible for driving the overall health and strategic direction of key customer relationships. This role leads executive level governance and engagement, ensuring customers receive strong partnership, clear direction, and measurable value from our solutions. In addition to supporting customer satisfaction, retention, and long term stability, the Director works across Bell’s matrixed teams to coordinate priorities, address escalations, and enable a seamless customer experience. The Director will lead a high performing Customer Experience team, build strong relationships with senior client stakeholders, and champion the customer’s strategic priorities across the organization.

Key Responsibilities

• Lead executive‑level governance for assigned customers, including strategic reviews, forward‑looking planning, and regular alignment with senior client stakeholders.
• Strengthen overall account health by building trusted relationships with CIO‑ and VP‑level leaders, ensuring clarity on priorities, expectations, and shared outcomes. 
• Champion the customer’s strategic agenda and act as their primary advocate across Bell, ensuring internal teams understand the customer’s business goals and long‑term roadmap. 
• Coordinate escalations and key priorities by mobilizing the right expertise across Bell’s matrixed teams in Operations, Engineering, Product, and Sales to support a seamless customer experience. 
• Provide proactive insights on account risks, opportunities, and trends to influence decision‑making and maintain strong customer confidence.
• Drive long‑term account stability and value, identifying opportunities to support customer growth in collaboration with internal partners. 
• Lead and develop a high‑performing Customer Experience team, fostering a culture of accountability, collaboration, and customer‑centricity.
• Engage cross‑functional stakeholders to ensure consistent delivery, operational excellence, and continuous improvement across the customer journey. 
• Represent the voice of the customer at the executive level, providing input to Product, Engineering, and operational teams to enhance Bell’s service offerings.

Critical Qualifications

• Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
• 10+ years of experience in customer-facing roles, with at least 5 years in a leadership position within Customer Success, Account Management, or a related client-services function.
• Proven track record of leading and developing high‑performing Customer Experience or Customer Success teams.
• Demonstrated success in driving customer retention, account health, and identifying opportunities for growth.
• Experience shaping and implementing customer engagement strategies and best practices.
• Strong understanding of recurring‑revenue or service‑based business environments.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).

Preferred Qualifications

• Exceptional leadership and people management skills.
• Strategic thinking and problem-solving abilities.
• Strong business acumen and understanding of customer economics.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage at the executive level.
• Data-driven decision-making capabilities.
• Customer advocacy and empathy.
• Change management and operational excellence.

Additional Requirements