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, and our latest Series A announcement here! 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 arrangements (hybrid or remote) * Home + in-office stipends * Opportunity to make a meaningful impact at a fast-growing company alongside a smart, supportive team