Director of Customer Experience @ Fort Robotics

Customer Experience & Support (2)
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Customer Experience & Support (2)

In today's dynamic worksites, seamless collaboration between people and machines is essential. FORT's platform ensures safe, secure, and dynamic control that surpasses legacy systems and next-generation AI capabilities.

While autonomous machines offer significant advantages, they also introduce new safety challenges. FORT addresses these concerns by providing solutions such as the Wireless E-Stop, which allows operators to instantly stop any machine from a safe distance, enhancing safety during emergencies.

Additionally, FORT's Safe Remote Control enables operators to manage heavy machinery remotely, reducing the risk of accidents and improving visibility.

By ensuring communications integrity across any network, FORT empowers customers to protect their most valuable assets—people, data, and machines—ensuring they remain safe and secure.

We’re looking for a customer-obsessed, execution-focused Director of Customer Experience to build and lead our Support & Services and Customer Success functions as we scale our hardware and ARR-based solutions. This person will be the unifying force behind reactive support, services, and proactive success—ensuring that customers receive value from the moment a sale closes through onboarding, adoption, and beyond.

This is a highly cross-functional role that works closely with Engineering, Product, Sales, and Ops, with a mandate to create repeatable, scalable customer experiences across our growing customer base. You will set the tone for how we serve customers at a critical growth stage. Your work will not just improve today’s customer experience—it will define the systems, culture, and standards that allow us to scale globally without losing the trust we’ve built.

Key Responsibilities

Design and execute the Customer Experience strategy covering onboarding, support, retention, expansion, and managed services delivery across the customer lifecycle..
Create scalable processes, playbooks, and KPIs that can evolve as ARR and customer base grow, including operational frameworks and SLAs for managed services offerings.
Lead and coach the current Support team while adding new capabilities in Customer Success, onboarding, and managed services.
Develop and implement onboarding programs for new customers (hardware, firmware installation, and ARR) that shorten time-to-value and incorporate managed services where applicable..
Establish a proactive engagement model for key accounts to drive adoption, prevent churn, and identify upsell opportunities, leveraging managed services as a key value driver.
Build a health scoring model and intervention playbooks for at-risk accounts.
Drive data-driven decision-making by optimizing Zendesk configuration, workflows, and reporting to ensure SLA compliance, high CSA, and visibility into manager services performance.
Implement tiered support levels and escalation protocols for technical and product issues, with clear service boundaries and handoff processes between support and managed services.
Reduce recurring issues through root cause analysis and collaboration with Product, Operations, and Engineering.
Partner with Product to ensure customer feedback shapes roadmap priorities and launch readiness.
Align with Sales on account handoffs, renewal processes, and expansion plays, including packaging and pricing of managed services offerings.
Provide the leadership team with data-driven insights into customer health, retention, and satisfaction.

What We're Looking For

10-15+ years of experience in Managed Services, Customer Success, Support, or related post-sales roles
Comfortable working in fast-paced, hardware/software, or SaaS hybrid environments
Track record of building teams, not just managing them
Cultivates a winning culture and inspires the team to deliver exceptional customer outcomes.
Builds trust through transparent communication, open feedback loops, and active listening with both customers and internal teams.
Fosters collaboration across functions, ensuring alignment between Support, Services, Success, Product, Engineering, and Sales.
Adept at managing up, across, and down to drive alignment\
Experience interfacing directly with OEMs and/or enterprise buyers
Comfortable with technical complexity (firmware/cloud/data flow understanding is a plus)
Travel may be required both domestically and internationally.

Director of Customer Experience

Fort Robotics

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