Senior Director, Customer Experience, Air Force

The Senior Director of Customer Experience, Air Force, will ensure every stage in the customer lifecycle, from pre-sales engagement through adoption, expansion, and long-term retention, delivers measurable value, strengthens relationships, and exceeds expectations. You’ll collaborate across functions—including executive leadership, sales, product, marketing, and customer experience—to address key customer challenges, drive satisfaction, and fuel growth. Success in this role requires balancing execution and innovation—delivering exceptional client outcomes today while shaping transformative experiences for the future.

Retention & Growth

Achieve retention and growth targets by proactively identifying expansion opportunities, driving adoption, and deepening customer relationships.

Deliver measurable year-over-year growth and demonstrate customer value for the accounts assigned, ensuring alignment with strategic objectives.

Partner with Decision Lens’ CX leadership to establish ROI and success metrics and maintain ongoing reporting that demonstrates the impact of our solution across the entire customer lifecycle.

Actively contribute to QBRs by clearly communicating solution status, business impact, ROI, and opportunities for innovation and growth.

Introduce new use cases, capabilities, and services that deliver measurable outcomes.

Proactively monitor customer health scores, adoption trends, and satisfaction metrics to identify and address at-risk accounts before issues escalates.

Partner with CX leadership, sales, and contracting to successfully complete renewals.

Reports to and partners with the EVP of CX to provide customer-specific evidence-based metrics, case studies, and thought leadership for marketing and growth purposes.

Customer Experience

Serve as the trusted advisor , applying emotional intelligence (EQ) and trust-based relationship management to build long-term customer partnerships.

Serve as the single point of accountability for all activities with assigned customers.

Partner with the Solution Engineering team and EVP of CX on pre-sales scoping, solution design, and value definition.

Translate customer mission priorities and outcomes into measurable success plans that integrate CX best practices and adoption strategies . Continuously refine touchpoints to improve satisfaction, adoption, and expansion potential.

Solutions

Oversee and collaborate cross-functionally on all solution offerings, including implementation, training, technical, analysis, and advisory services.

Manage and maintain accurate time tracking for all internal projects, client work and billable services, ensuring achievement of utilization targets.

Identify friction points and design interventions that improve the customer experience (CX) in alignment with the client’s mission.

Cross-Functional Collaboration

Coordinate across Customer Experience, Product and Engineering to deliver a seamless, mission-aligned customer experience.

Serve as the voice of the customer internally converting feedback into actionable insights for roadmap and solution improvements.

Share lessons learned, customer stories, and effective strategies with internal teams to raise overall CX capability.

Contribute to the evolution of CX governance, methodologies, and best practices in alignment with organizational growth strategies

Required

Bachelor’s degree in business, public administration, or related field.

12+ years in customer experience, account management, consulting, or project management—preferably in public sector SaaS.

Deep understanding of the U.S. Air Force, including its organizational structure, key stakeholders, and environment.

Proven ability to build…