Head of Customer Experience (New York)

Role Overview

We’re looking for a Head of CX to build and run our post-sales operation at enterprise scale. Someone who builds systems while executing flawlessly on our most complex accounts.

You'll transform bespoke implementations into repeatable delivery, create onboarding that drives adoption, build support that scales, and establish account management processes that capture expansion. You'll coach a cross-functional team (Solutions, Account Manager, Customer Success) to operate independently while personally demonstrating excellence on our most strategic relationships.

This is a player-coach role for someone who's built technical delivery operations from scratch at early-stage startups. You'll own the full post-sales P&L: implementations, onboarding, support, renewals, expansion and the revenue growth targets that come with it.

You must have experience scaling delivery operations in complex technical products, be comfortable managing across US/UK time zones, and thrive in ambiguity. If you need structure and perfect information before moving, this isn't for you.

About Fifth Dimension

Fifth Dimension has built an agentic AI operating system for real estate's 'money teams’, the investors, lenders, and asset managers who move billions. Our AI agents handle the data-heavy workflows that consume 60% of these professionals' time, delivering high accuracy while integrating seamlessly into existing file systems and data sources. We're scaling rapidly, working with leading firms across the US, UK, EU, and APAC.

Our values center on speed, directness, and exceptional execution. We're mental health-conscious, collaborative, and focused on building products that genuinely transform how professionals work.

What You'll Do

Build Delivery Operations at Scale

Transform our bespoke implementations into repeatable frameworks that let us onboard enterprise clients every week. Create onboarding programs that drive rapid adoption, build support that scales efficiently, and design account management processes that systematically capture expansion. You'll make smart trade-offs between customer requests and engineering capacity, directing technical resources to deliver brilliantly.

Lead Cross-Functional Delivery Teams

Manage Solutions and AM/CS teams across US and UK, coaching them to handle complex implementations and strategic accounts independently. Your success is measured by what your team can do without you, build the leverage that lets junior team members handle work that previously required senior intervention. Create capacity planning frameworks that let us scale predictably.

Own Strategic Relationships & Revenue Growth

Step into the most complex enterprise accounts ($1M+) and demonstrate how it's done. Navigate C-suite relationships, drive expansion conversations, and build business cases that justify account growth. Handle difficult escalations that require senior presence and drive NRR >140% through delivery excellence, not just relationship management.

Execute & Project Manage Technical Delivery

Jump into implementations when complexity demands it. Coordinate delivery across Solutions, engineering, and client stakeholders while creating clear scoping processes that set expectations before work begins. Triage ruthlessly, what needs custom work vs. what can be templated vs. what we push back on. Be the intelligent filter between "customer wants it" and "engineering builds it." Fix operational problems directly when it's faster than delegating, broken Hubspot workflow? Just fix it.

Who we’re looking for

Built and scaled technical delivery operations: Proven experience taking implementation/solutions/professional services from chaotic to systematic; you've created the frameworks that made delivery repeatable

Post-sales systems builder: Created scalable onboarding programs, training frameworks, and support operations; you know how to move clients from purchase to active usage to expansion

Enterprise delivery excellence: Successfully delivered complex technical implementations for $1M+ enterprise accounts; can navigate complex organizations and project manage multi-stakeholder rollouts

Cross-functional team leadership: Managed delivery teams that include Solutions, Customer Success, Account Management, and Support

Technical fluency: Delivered products requiring real customization; comfortable translating between technical and business audienc