Requirements
What We’re Looking ForExperience & BackgroundProven leadership experience in Customer Experience, Customer Success, Account Management, or Revenue-facing rolesExperience owning aggressive ARR targets and delivering results in fast-growth environmentsBackground working with enterprise and government customersExperience leading large, multi-layered teams with diverse personalitiesB2B SaaS experience is a plus, but not mandatory - transferable leadership matters moreWe care less about the number of years and more about what you’ve actually built, grown, and delivered. That said, we do expect the right candidate to have spent a number of years leading and scaling CX teams in a B2B environment.Market & ContextStrong familiarity with Saudi Arabia and how enterprise and government customers operateArabic-speaking candidates with regional experience are strongly preferredNon-NegotiablesFluent in Arabic and EnglishProven record of delivering large, aggressive revenue targetsExceptional people leadership and culture-building capabilityDeep customer obsession - unwilling to accept “this is how it’s always been done”Adaptability, humility, and openness to learningWho You AreA leader who believes if you take care of people, they take care of the businessResults-driven without burning out teamsComfortable with ambiguity and changeConfident challenging norms in service of the customerCurious about technology, AI, and how it can elevate CXBonus PointsExperience using AI tools or automation to improve CX workflowsDemonstrated interest in technology beyond surface-level usageTrack record of building CX organizations that customers and employees loveIf you want to own revenue, shape culture, and set the standard for world-class customer experience in a fast-scaling AI company, this role was built for you.
Description
About LucidyaLucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.About the RoleAt Lucidya, Customer Experience is not a support function - it is a revenue-driving engine.We’re looking for a Director of Customer Experience to lead, unify, and scale our CX organization as Lucidya moves from high-growth into scale-up mode. This role owns the full post-sales journey and plays a critical role in realizing, expanding, and retaining revenue across enterprise and government customers.You will lead a large, multi-disciplinary CX organization, act as the internal voice of the customer, and set the standard for what “excellent” customer experience looks like - even when it means challenging the status quo.This role reports into the Chief Revenue Officer (CRO) (with interim reporting during onboarding) and works closely with Sales, Finance, Product, and Engineering.What You’ll OwnRevenue & GrowthOwn ARR realization, retention, renewals, and expansion across the customer lifecycleEnsure deals closed by Sales are fully realized and grown through strong execution and relationshipsLead a CX organization that is target-driven, results-oriented, and customer-firstCX Leadership & Team BuildingLead and scale a 35+ person CX organization across:Customer SuccessSolutions Consulting (pre-sales)Customer SupportBuild a strong performance culture without sacrificing team health, engagement, or trustHire, mentor, and grow CX leaders - with clear career progression and low attritionFoster a culture where teams feel ownership, pride, and accountability for outcomesCustomer Experience ExcellenceDefine and continuously raise the bar for CX standards across onboarding, adoption, support, renewals, and expansionAct as the voice of the customer internally - even when it requires pushing back or being constructively controversialStep into high-impact customer escalations and critical accounts when neededEnsure CX is proactive, not reactiveStrategy, Change & ScaleNavigate shifting priorities, and evolving product offeringsLead CX through inevitable ambiguity while keeping teams focused, motivated, and alignedImprove foundations while the business is moving, not afterPartner closely with Product & Engineering to influence roadmap based on real customer needsData, Metrics & AccountabilityOwn and report on key CX and revenue metrics, including:ARR, renewals, retention, expansionNPS / customer satisfactioneNPS / team engagementTeam performance and turnoverUse data to drive decisions - without losing human judgment and leadership intuitionWhat Success Looks Like (First 90 - 120 Days)Establish trust and credibility with CX teams and cross-functional leadersGain deep understanding of Lucidya’s customers, revenue model, and CX gapsBegin raising CX standards and sharpening revenue focusCreate momentum around ownership, accountability, and customer-first thinking