Your Mission at Alegra 🚀

As Head of User Experience, you will lead the evolution of how users experience our product throughout their entire lifecycle — from onboarding to retention and expansion.

Your mission is to move beyond a traditional, reactive Customer Experience model and build a system-driven, scalable, and data-powered User Experience, where adoption, retention, and value creation are directly connected to business growth. You will work closely with Product, Revenue, Data, Sales, Growth, and Revenue Ops to optimize the end-to-end journey and turn experience into a growth engine.

What Will Be Your Challenges? 🎯

User Experience Architecture & Journey

Design and operate the end-to-end user journey, from onboarding to retention and expansion.
Ensure consistency between user expectations, product value proposition, and experience at every touchpoint.
Evolve the User Experience model toward a proactive, scalable, and data-driven approach.

Adoption, Retention & Expansion

Lead adoption and retention strategies, including onboarding, implementation, customer enablement, and billing experience.
Drive expansion initiatives (cross-sell and upsell) in alignment with Customer Success and Revenue teams.
Own and drive the North Star Metric and key experience-related metrics.

Processes, Quality & Training

Design and standardize support and enablement processes to ensure quality and consistency.
Lead Quality and Training teams, defining service standards, playbooks, and continuous learning programs.
Document and maintain processes as living operational assets.

Revenue Ops & Automation

Design and implement automations, workflows, and tools that reduce friction, manual work, and resolution times.
Partner with Revenue Ops to optimize CRM, ticketing systems, communication flows, and reporting.
Evaluate and implement AI use cases applied to support, adoption, and user experience.

Insights, Metrics & Feedback Loop

Define and monitor key UX metrics: churn, retention, NPS, CSAT, adoption, response and resolution times.
Systematize user feedback and channel insights to Product, Revenue, and leadership teams.
Communicate risks, insights, and results clearly and regularly across the organization.

Leadership & Cross-functional Coordination

Lead and develop a multidisciplinary team (~40 people), fostering accountability and leadership growth.
Work closely with Product, Sales, Growth, and Data to optimize the full funnel experience.
Promote a culture centered on the user, efficiency, and continuous improvement.

Success Indicators

Retention, churn, and renewals.
CSAT, NPS, and perceived support quality.
Response and resolution times.
Adoption and usage of key product features.
North Star Metric and area OKRs.
Team engagement, performance, and stability.

The Best Talent Loves a Challenge—Are You Interested?

Keep Reading!

What Do We Expect from You?

Technical Competencies

Advanced English (C1–C2).
5+ years leading Customer Experience or Customer Success teams in SaaS environments.
Strong experience in adoption, retention, and expansion models.
Deep understanding of SaaS experience metrics.
Experience with CRM, support, and automation tools.
Strong data analysis and dashboard interpretation skills.
Proven ability to design scalable, efficiency-oriented processes.

Soft Skills

Clear communication and strong empathy.
Analytical thinking and ability to simplify complex problems.
Leadership and people development skills.
Strong prioritization and execution focus.
Curiosity, adaptability, and continuous improvement mindset.
Hands-on attitude combined with strategic vision.

Ideal Candidate Profile

Proven experience leading Customer Experience or Customer Success teams in SaaS.
Ability to balance strategic thinking with hands-on execution.
Strong systemic view of the user journey and its impact on revenue.
Track record of driving improvements in adoption, retention, and value delivery.
Comfortable working cross-functionally and influencing without authority.
Strong affinity for data, technology, and automation.

Not a Match If You…

Prefer a purely reactive or support-only role.
Are uncomfortable working with metrics, data, and structured processes.
Resist automation, AI, or cross-functional collaboration.
Lack a scalable mindset or operational discipline.

Your First Year at Alegra

0–3 months

Deep diagnosis of the user journey, processes, metrics, and team structure.
Identification of critical friction points and quick wins.

4–6 months

Implementation of key improvements, automations, and communication standards.
Establishment of metrics rituals and feedback loops with key teams.

7–12 months

Visible impact on retention, churn, NPS/CSAT, and adoption.
Consolidation of a scalable, data-driven User Experience model.

Compensation & Benefits

Competitive salary aligned with experience and market benchmarks.
100% remote — work from wherever you are.
Long-term employment relationship, not a freelance arrangement.
Opportunities to lead global impact initiatives in a multicultural environment.
Access to learning platforms, training programs, and a digital library.
Health coverage 🩺 and two personal care days per year, in addition to vacation.
Workspace upgrade allowance and a birthday celebration dinner.
A culture built on autonomy, continuous learning, and collaboration.

Ready to Scale with Us?

At Alegra, we empower people to reach their best version while transforming how SMEs run their businesses.

We believe that the best talent thrives in dynamic, tech-driven, and purpose-oriented environments.

If you’re passionate about growth, technology, and building high-performing teams — we’d love to meet you.

💚

Steps in the Process

Send us your updated CV highlighting your alignment with the role.
Meet our Talent team for a conversation about culture, expectations, and your career journey.
Complete psychometric evaluations to deepen our understanding of your profile.
Meet your future leaders and evaluation team.
If it’s a match, we’ll send you a formal offer and define your start date. 🎉

FAQs

How long does the process take?

Between 2 and 4 weeks, depending on the number of conversations, deliverables, and evaluations. We aim for depth and quality at every stage.

I haven’t received a response. What should I do?

Check all your inbox folders (Spam, Promotions, Social).
If you still can’t find a response, feel free to contact us — we’re here to help.

What if I have trouble attending a conversation or completing a task?

No worries. Let us know and we’ll support you.

Ready to Build the Revenue Engine of the Future? 💚

At Alegra, we empower people to reach their best version while transforming how SMEs run their businesses.
If you’re passionate about revenue strategy, technology, automation, and high-performance teams — we’d love to meet you.