ecosio

Customer Experience Principal

ecosio

full-time

Posted on:

Location Type: Remote

Location: Austria

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Job Level

Lead

Tech Stack

ERPTableau

About the role

  • The Customer Experience (CX) Principal is a strategic role responsible for unifying the customer journey across ecosio. While reporting into Onboarding & Operations (O&O), this role acts as the central intelligence engine for the wider organization, bridging the gap between Sales, Marketing, and Operations.
  • The Customer Experience (CX) Principal moves beyond traditional enablement to own the data infrastructure of customer sentiment. They are responsible for implementing a rigorous measurement framework to prove the ROI of customer happiness. Their mission is to transform "customer feelings" into qualifiable and quantifiable business insights, providing Marketing with persona validation, Sales with win/loss intelligence, and Operations with friction heat-maps.
  • Transforming "feelings" into data. You love digging into the numbers behind customer sentiment, moving beyond simple surveys to prove that a happy customer is a profitable one (using metrics like Earned Growth Rate).
  • Building bridges, not silos. You thrive on connecting the dots between Sales, Marketing, and Operations, ensuring that valuable customer insights don't get lost in translation but fuel our growth strategy.
  • Building the engine yourself. You aren't looking to inherit a team to delegate to; you want to get your hands dirty defining the methodology, selecting the tools, and building the first dashboards from a blank slate.
  • Being the "Voice of Reality." You aren't afraid to show a friction heat-map to leadership or explain objectively why a deal was lost, because you know that honest data is what drives improvement.
  • Designing systems, not just fighting fires. You prefer building the intelligence framework that predicts risk (Customer Health Scores) rather than just rushing in to fix problems after they happen.
  • Making things easy. You get genuine satisfaction from smoothing out the bumps in a customer's journey, obsessing over "Customer Effort" to ensure every handover—from contract to go-live—is seamless.
  • Scalable leadership potential. While this is a hands-on Principal role, you have the maturity, experience and keenness to potentially step into people management should the business needs evolve to require a dedicated team.

Requirements

  • 7+ years of experience in B2B SaaS Customer Experience, Operations, or Success, specifically in environments where you had to demonstrate the ROI of CX.
  • "Zero-to-One" experience. You have successfully built a CX function from scratch before. You know how to operate without a pre-existing playbook, selecting the right initial tools and establishing the first standardized feedback loops in an environment that previously had neither.
  • Experience with CX management software (e.g., Qualtrics or similar).
  • A data-first approach. You understand that "customer happiness" is an operational science. You are comfortable defining and measuring Customer Effort Scores (CES), Health Scores, and retention metrics.
  • Cross-functional fluency. You view O&O as a strategic business driver, not just a delivery function. You are comfortable connecting operational execution to broader commercial goals—aligning with Sales on revenue impact and Marketing on buyer insights—to help the VP of O&O steer the department, and indeed the company, toward business success.
  • Operational grit. We are scaling, which means you need to be willing to define the process, build the dashboard, and analyze the raw data yourself to set the standard.
  • Commercial acumen. You understand SaaS unit economics (CAC, LTV, NRR) and view CX not as a cost center, but as a revenue protection engine.
  • Experience with complex technical products (EDI, ERP, Integration). You understand that "value" for our customers is often technical reliability and data accuracy, not just a friendly relationship.
  • A background in advocacy. You have successfully turned happy customers into an asset through referral programs or case study engines.
  • Familiarity with compliance standards. Knowledge of ISO (27001, 22301, 9001) or GDPR, understanding that security and trust are the foundation of our customer experience.
  • Familiarity with CRM systems (e.g., Salesforce) and data visualization tools (e.g., Omni, Tableau, Power BI, Quicksight, Looker).
Benefits
  • Our remote-first culture lets you work remotely from one of our designated countries
  • Flexible working hours to suit your schedule and priorities
  • Annual personal development budget to invest in conferences, courses, or career coaching
  • Home office allowance to create a workspace that fits your needs
  • Regular events and trips to connect, celebrate, and have fun with the team
  • Workations of up to 90 days per year within the EU, combining travel and productivity
  • Wellbeing support, including mental health resources and employee assistance programs
  • Additional country-specific benefits based on your location

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
B2B SaaS Customer ExperienceCustomer Effort ScoresHealth Scoresretention metricsSaaS unit economicsCACLTVNRRCX management softwaredata analysis
Soft skills
cross-functional fluencyoperational gritcommercial acumenstrategic thinkingleadership potentialproblem-solvingcommunicationcollaborationcustomer advocacydata-driven decision making
Certifications
ISO 27001ISO 22301ISO 9001GDPR