Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and elevate customer support and success operations in a fast-paced SaaS environment.
- Company: Join Guestia, a dynamic SaaS company revolutionising hospitality and guest experiences globally.
- Benefits: Enjoy flexible working, competitive pay, 25 days holiday, and private health insurance.
- Why this job: Be part of a mission-driven team focused on exceptional customer engagement and innovative technology.
- Qualifications: 10+ years in customer support leadership within SaaS, with strong strategic and collaborative skills.
- Other info: This is a hands-on executive role ideal for those passionate about customer service excellence.
The predicted salary is between 43200 - 72000 £ per year.
Guestia is a fast-growing SaaS company transforming how organisations manage hospitality and guest experiences at scale. With a growing client portfolio that includes leading global brands, agencies, and rights holders, we’re on a mission to elevate customer engagement through innovative technology and white-glove service.
Our platform empowers events, brands, rights holders, organisations, and teams to build custom-branded apps that deliver essential, real-time information about events and travel. Guestia replaces paper itineraries, spreadsheets, information packs, and scattered communications with a seamless digital experience.
We’re hiring a Chief Customer Experience Officer (CXO) to lead and scale our entire post-sales customer function—with a core focus on owning and elevating our customer support operation. As a key member of the executive team, you’ll take full accountability for delivering a consistently high-quality support experience, ensuring we respond rapidly, resolve efficiently, and exceed expectations.
In addition to customer support, the CXO will oversee the full customer success journey—from onboarding and adoption through to long-term retention and advocacy. You will lead and develop a team that is focused on customer outcomes, while working cross-functionally with Product and Technology to ensure the customer voice informs everything we build. This is a hands-on, leadership role ideal for someone who thrives in high-growth SaaS environments and understands the strategic importance of exceptional customer support.
As a Chief Customer Experience Officer, you will:
- Own and lead Guestia’s Customer Support and Customer Success function, ensuring responsive, empathetic, and effective support across all channels.
- Actively manage support incidents and direct internal resources across customer support, customer success and engineering to resolve in a timely manner.
- Define and execute a customer success and support strategy aligned with Guestia’s growth goals and service standards.
- Manage and grow a high-performing Customer Experience team—including support agents, onboarding specialists, and customer success managers.
- Establish and continuously improve support SLAs, tooling, workflows, and escalation processes.
- Develop self-service resources (e.g., help centres, FAQs) to enhance scalability and customer empowerment.
- Collaborate closely with the CTO and Product teams to ensure that customer feedback directly informs product evolution.
- Track and improve key metrics including first response time, resolution time, CSAT, NRR, churn, and onboarding success.
- Build customer awareness through your team of new product releases to create upsell/expansion opportunities.
- Represent the customer voice across executive decision-making, with a relentless focus on service excellence.
- Produce management reports on key metrics, milestones and achievements for presentation to the Board.
- Foster a customer-first culture across the business through advocacy, feedback loops, and internal education.
Requirements
- 10+ years of experience leading customer support teams in a SaaS/software company, including direct ownership of customer support operations.
- Proven success implementing support and success strategies that scale with growth.
- Strong leadership skills with the ability to build and motivate high-performing support and success teams.
- Deep understanding of customer service methodologies, tooling, and performance management.
- Collaborative mindset with a proven ability to work cross-functionally with Product, Engineering, and Commercial teams.
- Data-driven, with experience managing and reporting on KPIs that drive customer satisfaction and retention.
- Excellent communication, interpersonal, and problem-solving skills.
- Passionate about delivering outstanding customer service and long-term value.
- Background in scaling support operations in a fast-paced, high-growth environment.
Nice to Have
- Experience in events or hospitality technology sectors.
- Familiarity with tools such as Freshdesk, Jira, Confluence, Gainsight, or similar platforms.
What we offer
- A senior leadership role with real influence on the direction of the business.
- The opportunity to build and own a world-class support operation at a global SaaS business.
- Competitive compensation and benefits.
- 25 days holiday + 8 public holidays.
- Salary sacrifice company car scheme.
- Private health insurance (Vitality Health).
- Flexible working culture built on outcomes and trust.
Seniority level: Executive
Employment type: Full-time
Industries: Software Development
Chief Customer Experience Officer employer: Guestia
Contact Detail:
Guestia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Chief Customer Experience Officer
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience, especially within the SaaS industry. Understanding how leading companies are innovating their customer support and success strategies will give you a competitive edge during discussions.
✨Tip Number 2
Network with professionals in the SaaS and customer experience sectors. Attend relevant events or webinars to connect with industry leaders and gain insights that could be beneficial for your application and interviews.
✨Tip Number 3
Prepare to discuss specific metrics and KPIs you've managed in previous roles. Being able to articulate how you've driven customer satisfaction and retention through data-driven decisions will demonstrate your expertise and alignment with Guestia's goals.
✨Tip Number 4
Showcase your leadership style and how you've built high-performing teams in the past. Be ready to share examples of how you've motivated teams to achieve exceptional customer service outcomes, as this is crucial for the Chief Customer Experience Officer role.
We think you need these skills to ace Chief Customer Experience Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and success, particularly in SaaS environments. Emphasise leadership roles and any metrics that demonstrate your impact on customer satisfaction and retention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and detail how your experience aligns with Guestia's mission. Mention specific strategies you've implemented in the past that have led to improved customer experiences.
Showcase Your Leadership Skills: Highlight your ability to build and motivate teams. Provide examples of how you've successfully managed customer support operations and driven team performance in previous roles.
Demonstrate Data-Driven Decision Making: Include examples of how you've used data to inform your strategies in customer support and success. Mention specific KPIs you’ve tracked and how they influenced your decision-making process.
How to prepare for a job interview at Guestia
✨Showcase Your Leadership Experience
As a Chief Customer Experience Officer, you'll need to demonstrate your ability to lead and motivate teams. Prepare examples of how you've successfully built high-performing customer support teams in the past, focusing on your leadership style and the outcomes achieved.
✨Understand Customer Success Metrics
Familiarise yourself with key performance indicators such as CSAT, NRR, and churn rates. Be ready to discuss how you have tracked and improved these metrics in previous roles, and how you plan to apply this knowledge at Guestia.
✨Emphasise Cross-Functional Collaboration
Highlight your experience working with Product and Engineering teams. Discuss specific instances where customer feedback influenced product development, showcasing your collaborative mindset and understanding of the importance of customer voice.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer support incidents. Think of scenarios where you had to manage crises or improve support processes, and be ready to explain your approach and the results.
