Vice President of Customer Experience
Core
Lead and scale the operational foundation for the full customer lifecycle (pre-sales, onboarding, support, renewals) to drive retention and growth.
Role type
VP of Customer Experience (Strategic Leadership)
Builds
Scalable customer operations infrastructure, lifecycle management programs, and executive dashboards.
Domain
SaaS / Enterprise Software
Deliverable
Dashboards & analysis
Required skills
Strategic thinking, operational rigor, data analytics, cross-functional leadership, process optimization, team building, CRM management, forecasting, stakeholder management
Preferred skills
Enterprise SaaS experience, global team scaling, AI-driven operations, subscription revenue modeling, Series A to pre-IPO scaling
Technologies
Salesforce, Gainsight, Zendesk, HubSpot
Responsibilities
Own end-to-end customer lifecycle processes; Partner with Sales, Product, and Engineering to improve outcomes; Build and scale operational tooling and reporting; Track key metrics (retention, churn, NPS); Drive alignment between pre-sales and post-sales; Develop escalation and renewal processes; Lead capacity planning; Mentor high-performing operational teams.
Seniority
Executive (VP level)