Director CXE

Location: Hybrid (San Francisco or Boston preferred) or Remote for the Right Individual

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.

Build and Lead the Function

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  Define the CX strategy, team structure, and operating model as we scale through Series A and beyond

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  Build and own the playbooks, processes, and tooling that drive consistent onboarding, adoption, and expansion across all customer segments

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  Establish clear metrics and reporting for customer health, retention, expansion, and team performance

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  Partner closely with Sales, Product, and Engineering leadership to align on customer outcomes and feed insights back into the roadmap

Stay Close to Customers

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  Personally lead or support engagement with strategic accounts, this is a hands-on role, not a purely managerial one

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  Guide enterprise engineering teams through technical onboarding, helping them deploy AllSpice into real hardware development workflows

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  Serve as an executive-level point of contact for key customers and escalation situations

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  Identify and drive expansion opportunities within existing accounts in close partnership with Account Executives

Develop the Team

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  Hire, coach, and develop CX Engineers as the team grows

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  Model the technical depth and customer empathy you expect from the team

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  Create enablement resources, documentation, and internal knowledge bases that help the team scale their impact

• 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

• 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