Director, Customer Experience

Duties and Responsibilities

Retention & Growth

• Achieve retention and growth targets by proactively identifying expansion opportunities, driving adoption, and deepening customer relationships.

• Deliver measurable year-over-year growth and demonstrate customer value for the accounts assigned, ensuring alignment with strategic objectives.

• Partner with Decision Lens’ CX leadership to establish ROI and success metrics and maintain ongoing reporting that demonstrates the impact of our solution across the entire customer lifecycle.

• Actively contribute to QBRs by clearly communicating solution status, business impact, ROI, and opportunities for innovation and growth.

• Introduce new use cases, capabilities, and services that deliver measurable outcomes.

• Proactively monitor customer health scores, adoption trends, and satisfaction metrics to identify and address at-risk accounts before issues escalate.

• Partner with CX leadership, sales, and contracting to successfully complete renewals.

• Reports to and partners with the SVP of CX to provide customer specific evidence-based metrics, case studies, and thought leadership for marketing and growth purposes.

Customer Experience

• Serve as the trusted advisor, applying emotional intelligence (EQ) and trust-based relationship management to build long-term customer partnerships.

• Serve as the single point of accountability for all activities with assigned customers.

• Partner with the Solution Engineering team and SVP of CX on pre-sales scoping, solution design, and value definition.

• Translate customer mission priorities and outcomes into measurable success plans that integrate CX best practices and adoption strategies. Continuously refine touchpoints to improve satisfaction, adoption, and expansion potential.

Solutions

• Oversee and collaborate cross-functionally on all solution offerings, including implementation, training, technical, analysis, and advisory services.
  
  
• Manage and maintain accurate time tracking for all internal projects, client work and billable services, ensuring achievement of utilization targets.
  
  

• Identify friction points and design interventions that improve both customer experience (CX) in alignment with the client’s mission.

Cross-Functional Collaboration

• Coordinate across Customer Experience, and Product, Engineering to deliver a seamless, mission-aligned customer experience.

• Serve as the voice of the customer internally converting feedback into actionable insights for roadmap and solution improvements.

• Share lessons learned, customer stories, and effective strategies with internal teams to raise overall CX capability.
  
  
• Contribute to the evolution of CX governance, methodologies, and best practices in alignment with organizational growth strategies

Job Qualifications

Required

• Bachelor’s degree in business, public administration, or related field.
  
  

• 10+ years in customer experience, account management, consulting, or project management—preferably in public sector SaaS.

• Strong background with senior-level customers in the Public sector.

• Proven success in both relationship management and delivery of billable professional services.

• Understanding of federal contracting, procurement cycles, and account growth strategies.
  
  
• Experience leading enterprise software adoption and driving measurable outcomes.
  
  
• Excellent communication, presentation, and negotiation skills, with demonstrated emotional intelligence (EQ).
  
  
• Ability to manage multiple priorities, stakeholders, and timelines across complex accounts.
  
  

• Security clearance eligibility required.

Preferred

• Deep expertise and understanding of the culture and operations of the U.S. Navy.

• Experience with federal budgeting processes (i.e., PPBE) or related mission areas.

• Master’s + preferred in business, public administration, or related field.

• Ability to receive the PMP certification.

• Familiarity with Decision Lens platform or similar decision support systems.

Location:  This role may require up to 30% travel and/or onsite work at customer locations, depending on customer contract requirements. Outside of client engagements, Decision Lens operates in a remote-first environment (Washington, DC area preferred). Our headquarters are located in Arlington, VA.

Company Overview

Decision Lens develops integrated planning software which modernizes how government prioritizes, plans, and funds. We have been transforming public sector planning since 2005, delivering the people, process and technology which empower agencies to effectively meet the needs of today while delivering the cutting-edge capabilities of tomorrow. Decision Lens is an innovative, tech-driven high growth company, ranked number one Best SaaS for Business Intelligence or Analytics by SaaS Awards and  a certified “Great Place to Work” by the Great Place to Work Institute. Our client list includes the US Department of Defense including Navy, Army, Air Force and numerous other agencies: USDA, GSA, FAA, and USDOT.

Apply: Send your resume to careers@decisionlens.com

Decision Lens Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.