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