Introduction : Are you searching for an prospect to play a key role in driving the dramatic growth of a highly successful software company?

At Poppulo, we're working on what's next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers.

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

Job Summary

The Director of Customer Experience (VoC) is responsible for leading global customer-facing enablement, communication, and insight functions across Digital Signage (DS) and Employee Communications (EX) business lines. The role integrates customer education, product release readiness, documentation, adoption strategy, and voice of customer programs to drive measurable improvements in product adoption, customer retention, and expansion.

This position operates at the intersection of product, customer success, and go-to-market execution, ensuring product innovation is effectively translated into customer value. The role carries direct accountability for aligning customer experience strategies with revenue outcomes, including gross revenue retention, churn reduction, and upgrade acceleration.

The CX Director will operate as a senior global strategic leader, establishing the systems, processes, and governance required to scale customer engagement, improve operational efficiency, and deliver consistent, data-driven customer experiences.





Key Responsibilities

Customer-Facing Product Release & Adoption Strategy

- Own customer-facing go-to-market execution for product releases across DS and EX
- Align product roadmap timelines with enablement, documentation, and communication plans
- Lead Beta to GA transition planning from a customer readiness perspective
- Ensure Customer Success, Support, and Renewals teams are prepared for releases
- Establish and enforce release readiness SLAs across documentation, training, and communications
- Drive adoption through coordinated launch activities including webinars, in-app messaging, and campaigns

Customer Intelligence & Voice of Customer (VoC)

- Lead global VoC strategy, integrating NPS, CSAT, support feedback, and product insights
- Rebuild and operationalise the global NPS program, including survey design, segmentation, reporting, closed-loop follow-up, and action planning.
- Identify trends across usability, adoption gaps, and customer friction points
- Connect customer sentiment to churn risk and expansion opportunities
- Establish structured feedback loops into Product and GTM planning
- Ensure systematic follow-up on customer detractors

Customer Marketing & Commercial Enablement

- Partner with GTM, Marketing, Customer Success and Renewals to support upgrade and expansion initiatives
- Design and support feature-based adoption and upgrade campaigns




- Align customer communications with pricing, packaging, and expansion strategies
- Track and measure the impact of enablement programs on revenue outcomes

Global Customer Communications Strategy

- Own governance of all customer-facing communications across DS and EX
- Deliver in-app messaging, product announcements, lifecycle communications, newsletters and campaigns
- Ensure consistency, alignment with revenue strategy, and controlled communication volume
- Drive measurable engagement and adoption outcomes through communication strategies
- Ensure no product release is launched without structured customer communication support

Program Governance & Operational Excellence

- Building governance, operating rhythms, dashboards, and measurement frameworks for global customer enablement, communications, and VoC programs.
- Build prioritization and performance frameworks to improve visibility, efficiency, and scalability
- Improve operational processes, reporting accuracy, and efficiency
- Manage a small team or specialist resources where applicable, while primarily leading through influence.

AI-Enabled Enablement & Knowledge Strategy

- Implement AI-driven solutions to improve knowledge access and team productivity
- Support faster onboarding and reduced time-to-competency
- Leverage AI insights to inform enablement strategy and continuous improvement

Technical Skills / Competencies

- Commercially driven with strong analytical and data orientation
- Operationally rigorous with strong execution focus
- Ability to translate complex product capabilities into customer-facing value
- Strong executive communication and stakeholder management skills
- Experience with CRM systems, customer engagement platform

📌 Customer Experience Director (Bengaluru)
🏢 Poppulo
📍 Bengaluru