Director of Customer Experience

Entegrata is seeking a Director of Customer Experience to lead enterprise relationships and build out the CX function. The role is a player-coach position, balancing hands-on management of high-stakes law firm accounts from implementation through renewal with team leadership, process development, and cross-functional collaboration. Success is defined by measurable adoption growth, strong renewal outcomes, and continuously maturing the CX organization through better playbooks, processes, and performance frameworks. Description Director of Customer Experience  About Entegrata  Entegrata is a fast-growing startup transforming how the legal industry works with data. We design and deliver Azure-based data lakehouses purpose-built for law firms, enabling them to turn complex operational, financial, and matter data into reliable, decision-grade insights.  We are expanding our CX leadership team to meet growing customer demand and raise the bar on how we deliver, retain, and grow our customer relationships.  What You'll Own  Reporting to the VP of Customer Experience, you'll hold senior ownership over a portfolio of enterprise law firm customers, and play a key role in building the team and infrastructure the CX function needs to scale. You will be a player-coach, directly managing high-stakes customer relationships while developing and leading a team of Customer Experience Managers (CXMs).  Day-to-day, that means:  - Team leadership — managing and coaching a team of CXMs, setting performance standards, and building team capacity as we grow.  - Playbook and process ownership — building the frameworks, documentation standards, and tooling the CX function needs to operate consistently at scale.  - Ensure consistent customer outcomes — you own the full post-sale lifecycle & outcome delivery, starting in implementation and going through renewal. You track adoption depth, ensure use cases are being expanded with each customer, you identify risk early and build intervention strategies before issues escalate.  - Executive-level customer engagement — you can operate both with the project teams for our various customers and also lead conversations with their executive teams.  You can manage or assist with strategic planning conversations with law firm leadership.   - Implementation oversight — you’ll oversee active implementation projects to ensure we meet key deadlines & deliverables are up to our high quality standards.    - Adoption and expansion — developing strategies that deepen platform stickiness and expand use cases beyond initial scope, including but not limited to AI and analytics applications on top of the Entegrata Lakehouse.   - Voice of Customer — serve as a key conduit between customer feedback and internal Product and Engineering teams, with enough technical fluency to translate customer inputs into actionable product direction.  What Success Looks Like (First 12 Months)  By month 3:  - You have a solid working understanding of Entegrata's platform, implementation process, and customer base  - You've identified gaps in current CX processes and have a point of view on where to focus for maximum effect & value  - You’re embedded into key customer projects and establishing relationships   By month 6:  - You're managing complex customer relationships with confidence, including escalations and executive-level conversations  - Your team is operating with clearer structure using documented processes and delivering consistent quality to our customers  - You're a trusted partner to Sales, Product, and Engineering  By month 12:  - You have a track record of measurable adoption growth across your portfolio, leading to strong renewal outcomes  - The CX team has more infrastructure than it did when you arrived — playbooks, onboarding standards, performance frameworks  - You've built credibility internally and with customers as a senior leader who understands both the business and the technology  Required Qualifications  - 6+ years in customer success, professional services, or customer experience with at least 3 years in a senior or lead capacity  - Proven track record owning enterprise software implementations and driving long-term outcomes in a SaaS or PaaS environment  - Experience managing or developing customer-facing team members  - Strong command of data integration concepts: merging data from multiple systems, data mapping, and unified reporting  - Executive presence — you can lead conversations with a Managing Partner or CIO and come out with alignment  - Experience building CS team infrastructure: renewal playbooks, hiring frameworks, onboarding programs  Preferred Qualifications  - Experience in an early-stage environment where product is actively evolving and processes need to be built or adjusted as we scale up  - Direct experience working with law firms or in the legal technology vertical  - Experience with legal systems including Elite 3E, Aderant, Iridium, Intapp, NetDocuments, iManage, or similar  - Familiarity with Azure environments (networking concepts, encryption)  - Familiarity with lakehouse or medallion architecture concepts  - Experience with cloud data platforms (AWS, GCP, Databricks, Microsoft Fabric)  - Direct experience working with Product and Engineering organizations  Work Environment & Benefits  - Hybrid or fully remote work options  - Competitive startup salary with equity potential  - Medical, dental, and vision insurance  - 401k plan  - Paid time off and company holidays  - Professional growth and development opportunities  - Occasional travel required (estimated 10–20%)  About the Company Entegrata is a fast-growing startup transforming how the legal industry works with data. We design and deliver Azure-based data lakehouses purpose-built for law firms, enabling them to turn complex operational, financial, and matter data into reliable, decision-grade insights.