About this role
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 DoBuild 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 For7+ 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 PointsBackground 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
BenefitsCompetitive 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