Vice President, Customer Experience
Core
Define and execute a scalable customer experience strategy across Customer Success, Support, Managed Services, and Sales to improve adoption, retention, and revenue expansion.
Role type
VP of Customer Experience (Executive Leadership)
Builds
Scalable customer experience programs, Managed Services function, and high-performing teams
Domain
B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer Success strategy, B2B SaaS account management, executive leadership, cross-functional collaboration, customer lifecycle management, data-driven decision-making, team building and coaching, CRM proficiency, business acumen
Preferred skills
Tech-touch Customer Success program design, Customer Success software implementation
Technologies
Salesforce, Customer Success software
Responsibilities
Develop and execute Customer Success and Support strategy; Build and launch a Managed Services function; Oversee the Sales organization; Partner with Product and Marketing to create a seamless customer journey; Establish proactive customer health and engagement programs; Scale customer experience programs using automation and AI; Act as the internal voice of the customer; Build, coach, and mentor high-performing teams; Optimize processes and standardize playbooks
Seniority
Executive, strategic leadership & organizational scaling
