Fifth Dimension
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 bespoke implementations into repeatable frameworks for enterprise onboarding, create onboarding programs that drive rapid adoption, build scalable support, and design account management processes that capture expansion. Make smart trade-offs between customer requests and engineering capacity. 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. Create capacity planning frameworks to scale predictably. Own Strategic Relationships & Revenue Growth
– Step into the most complex enterprise accounts ($1M+) and navigate C-suite relationships, drive expansion conversations, and build business cases that justify account growth. Aim for net revenue retention (NRR) > 140% through delivery excellence. Execute & Project Manage Technical Delivery
– Coordinate delivery across Solutions, engineering, and client stakeholders; establish scoping processes, triage effectively, and balance what requires customization vs. templating. Act as the intelligent filter between customer wants and what engineering builds.
Who We’re Looking For
Built and scaled technical delivery operations:
Proven experience making delivery repeatable with scalable frameworks. Post-sales systems builder:
Created scalable onboarding programs, training frameworks, and support operations; ability to move clients from purchase to active usage to expansion. Enterprise delivery excellence:
Delivered complex technical implementations for $1M+ accounts; can navigate complex organizations and manage multi-stakeholder rollouts. Cross-functional team leadership:
Led delivery teams including Solutions, Customer Success, Account Management, and Support. Technical fluency:
Delivered products requiring real customization; can translate between technical and business audiences and triage work for leverage vs. debt. Relationship builder:
Built C-suite relationships and managed difficult escalations with senior stakeholders. Startup/scale-up experience:
Comfortable with ambiguity, autonomy, and rapid change; has built systems while executing quickly. Grit and bias to action:
Proactive problem solver who acts without waiting for perfect information. People development:
Demonstrates experience coaching teams to operate independently and scale through others. Location and travel:
NY-based, in-office 3 days/week; willing to travel regularly in US (25%) and semi-regularly internationally.
Compensation & Benefits
Salary: $160,000 - $200,000 annually Meaningful equity (on a standard vesting schedule) 2% Company-sponsored 401(k) contributions Company-sponsored healthcare, dental and life insurance Unlimited PTO $100 monthly well-being budget Enhanced Parental Leave $1000 annual training budget
Seniority level
Executive
Employment type
Full-time
Job function
Business Development and Sales Technology
Note: Referrals increase your chances of interviewing at Fifth Dimension. Get notified about new Head of Customer Experience jobs in New York, NY.
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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 bespoke implementations into repeatable frameworks for enterprise onboarding, create onboarding programs that drive rapid adoption, build scalable support, and design account management processes that capture expansion. Make smart trade-offs between customer requests and engineering capacity. 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. Create capacity planning frameworks to scale predictably. Own Strategic Relationships & Revenue Growth
– Step into the most complex enterprise accounts ($1M+) and navigate C-suite relationships, drive expansion conversations, and build business cases that justify account growth. Aim for net revenue retention (NRR) > 140% through delivery excellence. Execute & Project Manage Technical Delivery
– Coordinate delivery across Solutions, engineering, and client stakeholders; establish scoping processes, triage effectively, and balance what requires customization vs. templating. Act as the intelligent filter between customer wants and what engineering builds.
Who We’re Looking For
Built and scaled technical delivery operations:
Proven experience making delivery repeatable with scalable frameworks. Post-sales systems builder:
Created scalable onboarding programs, training frameworks, and support operations; ability to move clients from purchase to active usage to expansion. Enterprise delivery excellence:
Delivered complex technical implementations for $1M+ accounts; can navigate complex organizations and manage multi-stakeholder rollouts. Cross-functional team leadership:
Led delivery teams including Solutions, Customer Success, Account Management, and Support. Technical fluency:
Delivered products requiring real customization; can translate between technical and business audiences and triage work for leverage vs. debt. Relationship builder:
Built C-suite relationships and managed difficult escalations with senior stakeholders. Startup/scale-up experience:
Comfortable with ambiguity, autonomy, and rapid change; has built systems while executing quickly. Grit and bias to action:
Proactive problem solver who acts without waiting for perfect information. People development:
Demonstrates experience coaching teams to operate independently and scale through others. Location and travel:
NY-based, in-office 3 days/week; willing to travel regularly in US (25%) and semi-regularly internationally.
Compensation & Benefits
Salary: $160,000 - $200,000 annually Meaningful equity (on a standard vesting schedule) 2% Company-sponsored 401(k) contributions Company-sponsored healthcare, dental and life insurance Unlimited PTO $100 monthly well-being budget Enhanced Parental Leave $1000 annual training budget
Seniority level
Executive
Employment type
Full-time
Job function
Business Development and Sales Technology
Note: Referrals increase your chances of interviewing at Fifth Dimension. Get notified about new Head of Customer Experience jobs in New York, NY.
#J-18808-Ljbffr