Director of Customer Experience

About Sidero Labs

Sidero Labs is pioneering the next generation of cloud-native infrastructure through cutting-edge bare metal orchestration and operating system technologies. Our mission is to simplify and streamline infrastructure operations through high-performance, secure, and automated software solutions that enable enterprises to run Kubernetes and distributed systems anywhere—reliably and efficiently.

Position Summary

We are seeking a hands-on and strategic Director of Customer Experience to build and scale our post-sales operations. Reporting directly to the CEO, this individual will own Customer Success, Professional Services, Technical Support, and Account Management, with an initial focus on preventing churn, accelerating onboarding, and driving net revenue retention (NRR) by ensuring our customers achieve their goals.

This is a rare opportunity to join a high-growth company at an inflection point, where you’ll create the playbook for post-sales operations and build a team that delivers measurable outcomes for our customers. You’ll work closely with Sales, Product, and Engineering to ensure seamless customer journeys and long-term advocacy.

Key Responsibilities

Customer Success

• Build and execute customer success strategies to ensure customers achieve their goals, driving product adoption, satisfaction, and long-term value.
• Proactively engage with customers to prevent churn and foster advocacy.
• Develop scalable processes for onboarding, health monitoring, renewals, and advocacy.

Professional Services

• Build and manage a high-performing services team to lead customer onboarding, deployment, and training engagements.
• Define service packages and delivery methodologies to support a wide variety of enterprise environments.
• Ensure successful and timely implementation projects that deliver measurable business outcomes for customers.

Technical Support

• Own the end-to-end customer support experience, including SLAs, escalation management, and continuous improvement.
• Hire, train, and manage a global support team to deliver 24/7 mission-critical technical assistance.
• Implement systems and processes for efficient ticketing, knowledge base growth, and root cause analysis.

Account Management

• Hire and lead a small team of account managers focused on renewals, expansion, and executive-level relationships.
• Collaborate with Sales to develop joint account strategies and identify upsell/cross-sell opportunities.
• Ensure customer feedback is continuously looped back into the Product and Engineering organizations.

Cross-Functional Leadership

• Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities.
• Report on key KPIs including NPS, time-to-resolution, services delivery metrics, and growth revenue.
• Represent the customer experience function in executive meetings and contribute to board-level reporting.

Qualifications

• 5+ years in customer-facing leadership roles, with experience scaling teams in high-growth B2B environments.
• Proven ability to build and lead multi-disciplinary teams, ideally across Success, Services, Support, and Account Management.
• Demonstrated success creating scalable processes and driving measurable improvements in NRR and customer satisfaction.
• Experience working with technical products and enterprise customers, familiarity with Kubernetes, cloud-native or DevOps environments is a plus.
• Strong analytical skills with a metrics-driven mindset.
• Excellent executive presence and communication skills.
• Ability to work effectively across time zones and global customer bases.

Why Join Sidero Labs

• Work with cutting-edge open source and enterprise-grade technologies shaping the future of infrastructure.
• Be part of a mission-driven, remote-first company with a strong engineering culture.
• Opportunity to build and scale customer operations from the ground up.
• Competitive compensation, equity options, and benefits package.

Are you excited to fill this role?

Email a cover letter and resume to [email protected]