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, 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