Director CXE

Location: Hybrid (San Francisco or Boston preferred) or Remote for the Right Individual ABOUT ALLSPICE At AllSpice, we're building a platform for hardware engineering teams to collaborate, automate, and supercharge their workflows. By applying proven software development principles and AI technology to the hardware lifecycle, we're redefining how a $6.5B+ industry designs, builds, and collaborates - powering innovation across electronics teams worldwide. Read more about us in TechCrunch here https://techcrunch.com/2025/06/23/allspices-platform-is-the-github-for-electrical-engineering-teams/, and our latest Series A announcement here https://www.prnewswire.com/news-releases/allspiceio-hardware-development-platform-raises-15m-series-a-round-to-launch-ai-agent-and-scale-new-enterprise-functionality-for-electrical-engineering-teams-302489862.html! We're entering a high-growth phase and are looking for a Director of Customer Experience to own the post-sales journey and build the function from the ground up. This is a senior leadership role for someone who is equally comfortable setting strategy and rolling up their sleeves, a true player-coach who can define what great customer success looks like at AllSpice while staying close to our most important accounts. WHAT YOU'LL DO Build and Lead the Function - Define the CX strategy, team structure, and operating model as we scale through Series A and beyond - Build and own the playbooks, processes, and tooling that drive consistent onboarding, adoption, and expansion across all customer segments - Establish clear metrics and reporting for customer health, retention, expansion, and team performance - Partner closely with Sales, Product, and Engineering leadership to align on customer outcomes and feed insights back into the roadmap Stay Close to Customers - Personally lead or support engagement with strategic accounts, this is a hands-on role, not a purely managerial one - Guide enterprise engineering teams through technical onboarding, helping them deploy AllSpice into real hardware development workflows - Serve as an executive-level point of contact for key customers and escalation situations - Identify and drive expansion opportunities within existing accounts in close partnership with Account Executives Develop the Team - Hire, coach, and develop CX Engineers as the team grows - Model the technical depth and customer empathy you expect from the team - Create enablement resources, documentation, and internal knowledge bases that help the team scale their impact WHAT WE'RE LOOKING FOR - 7+ years in customer-facing technical roles, with at least 3 years managing or leading a CX, Customer Success, or Solutions Engineering function - Demonstrated ability to build processes and playbooks in a high-growth or early-stage environment, you've done this before, not just inherited a mature function - Strong strategic planning skills: you can think in systems, prioritize across competing demands, and translate company goals into team-level execution - Hands-on technical credibility, you can engage directly with engineering leaders and hold your own in a conversation about hardware design workflows, Git, or CI/CD concepts - Experience with ECAD tools (Altium, KiCad, Cadence, OrCAD, or similar) or a genuine eagerness to develop that knowledge quickly - Excellent executive communication skills, both with customers and internal stakeholders - Comfortable in a fast-moving startup where the job description evolves with the company BONUS POINTS - Background in hardware, electronics, aerospace, defense, robotics, or IoT - Experience integrating engineering tools such as PLM systems, issue trackers, or CI/CD workflows - Familiarity with Python scripting or a willingness to work alongside engineers who use it daily - Experience building CX or CS functions post-Series A through growth stage BENEFITS - Competitive salary and equity - Health, dental, and vision insurance - Generous PTO - Flexible work arrangem