Director, Customer Experience

About our Company:

Based in Denver, Colorado, Cologix is North America's leading network-neutral interconnection and hyperscale edge data center company. Our platform gives customers access to 45+ digital edge and ScalelogixSM hyperscale edge data centers in 12 markets across the United States and Canada along with a carrier-dense ecosystem of 710+ networks, 360+ cloud providers, 30+ onramps and seven Internet exchanges. We provide our nearly 2,000 customers with direct access to our local operations teams, resulting in strong partnerships enabled by exceptional operational support and unparalleled customer service. Backed by one of the largest North American infrastructure funds, Cologix's experienced leadership team, certified staff and commitment to ESG initiatives help form a culture that values our people, our environment and our clients.

About The Position

The Director of Customer Experience at Cologix plays a pivotal role in leading a high-performing team focused on delivering exceptional customer success and retention strategies. This position drives operational excellence, cross-functional collaboration, and strategic initiatives that enhance the customer journey from onboarding through expansion. With a strong emphasis on leadership, data-driven decision-making, and scalable process development, the role ensures alignment across Sales, Product, and Support teams to foster a company-wide culture of customer excellence.

What you do daily:

• Team Leadership & Development:
  
  
  

Lead, mentor, and empower a high-performing Customer Experience Team

Foster a culture of customer excellence, accountability, continuous improvement, and professional development within the organization

• Customer Success & Retention:
  
  
  

Optimize the customer journey from onboarding through ongoing engagement, and expansion

Implement proactive and scalable strategies to identify and mitigate churn risks, ensuring high levels of customer health and satisfaction

Define customer segmentation and tailor success strategies to meet the needs of each segment.

• Cross-Functional Collaboration:
  
  
  

Work closely with internal teams to ensure smooth customer handoffs, align on customer acquisition strategies, and identify upsell/cross-sell opportunities

Promote a company-wide culture of Customer Success through strategic initiatives and shared goals.

Partner with Sales, Product, and Support teams to ensure seamless customer handoffs and alignment on acquisition and growth strategies.

• Operational Excellence:
  
  
  

Leverage technology (CRM, CS platforms, support tools) to enhance efficiency and effectiveness across customer functions

Develop and refine scalable playbooks, processes, and tools to standardize customer operations.

Skills & Competencies:

• Strategic Vision: Demonstrates the ability to think long-term and strategically, translating organizational vision into clear, actionable plans that drive measurable business outcomes
• Leadership & Coaching: Proven track record of inspiring, mentoring, and developing high-performing teams in a dynamic environment
• Customer Experience Focus: Deep commitment to understanding customer needs and delivering proactive, value-driven solutions
• Analytical Acumen: Strong data-driven mindset with the ability to interpret and leverage customer data to drive strategy, optimize performance, and guide decision-making
• Effective Communication: Exceptional verbal, written communication skills with the ability to present ideas clearly, influence stakeholders, and negotiate effectively across all levels of the organization
• Collaboration: Highly collaborative and able to build strong relationships cross-functionally within the organization
• Advanced Problem-Solving - Adept at navigating complex challenges and implementing innovative solutions that balance customer needs with business goals
• Adaptability & Resilience: Thrives in fast-paced, evolving environments, leads teams through change with resilience and clarity while maintaining focus on strategic priorities
  
  
  

What Makes You a Good Fit (Qualifications):

• Bachelor's degree (preferably in Business Administration, Operations Management, Computer Science or equivalent experience
• 8-10 Years of industry related experience (Data Center Preferred)
• 5+ Years of Leadership managing Customer Experience and/or Customer Operations
• Bilingual fluency in English and French is preferred. This applies to all communication formats, including written correspondence, verbal presentations, and day-to-day conversations with both Customers and Internal teams
• Applicants must be authorized to work for any employer in Canada. We are unable to sponsor or transfer sponsorship of an employment visa / work permit at this time.***
  
  
  

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

Cologix is proud to be an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. If you need assistance in applying for any of our open positions, please contact us at [email protected] or call 720-940-2551.

The California Consumer Privacy Act (“CCPA”) creates privacy rights relating to the collection, sale, disclosure, and deletion of consumers’ personal information. The CCPA requires businesses to provide consumers, including job applicants and employees, with information about their rights, including a description of the categories of personal information to be collected and the purpose for which the information will be used. For additional information regarding your rights, including a description of the categories of personal information to be collected and the purpose for which the information will be used, please see https://cologix.com/privacy-policy/.

Cologix’ data centers are ISO 27001:2022 certified. ISO 27001:2022 certification and the Cologix portfolio of information security, information privacy and other industry recognized certifications represents our dedication to insuring the Confidentiality, Integrity and Availability of company and customer information systems and assets. At Cologix, information security is everyone’s responsibility. Cologix employees are responsible for:

Understanding and following Cologix' information security, cybersecurity and privacy policies, procedures, and standards.

Ensuring conformance to all information security, cybersecurity and privacy policies, procedures, and standards.

Remaining vigilant and reporting any suspicious activity or possible vulnerabilities, weaknesses, threats, or breaches in Cologix information security to company information security and privacy officers.

Actively participating in Cologix’ efforts to maintain and improve information security