Senior Vice President of Customer Experience

Accountabilities:

• • Define and execute the global customer strategy across Professional Services, Customer Care, Customer Success, and Customer Enablement, with accountability for adoption, retention, expansion, customer ROI, and Net Revenue Retention (NRR).
  • Lead and evolve a unified global delivery model spanning core CCaaS and AI/agentic solutions, including scalable Agentic Delivery and Forward Deployed capabilities.
  • Establish repeatable, efficient deployment methodologies that improve consistency, accelerate time-to-value, and support increasingly complex enterprise AI implementations.
  • Act as a catalyst for organizational and technological transformation as AI and agentic capabilities become increasingly central to the product portfolio.
  • Partner directly with Product and Engineering executives to translate customer deployment experiences, technical challenges, and field feedback into actionable product roadmap priorities.
  • Own the overall performance and strategic direction of the Customer Experience organization, making enterprise-wide decisions that support long-term growth and profitability.
  • Manage and optimize multi-million-dollar global budgets across customer-facing functions while balancing revenue objectives, gross margins, operational efficiency, and customer outcomes.
  • Serve as an executive sponsor for major strategic accounts, maintaining direct relationships with C-suite and board-level stakeholders and engaging regularly with customers to understand their priorities and challenges.
  • Collaborate closely with Sales, Revenue, Product, and Marketing leadership to align pre-sales expectations, ensure effective customer handoffs, support retention, and identify expansion opportunities.
  • Build and scale high-performing global teams by recruiting, developing, retaining, and succession-planning world-class leaders and practitioners.
  • Foster a culture of accountability, transparency, inclusion, continuous improvement, and AI fluency across a large, distributed organization.
  • Provide executive mentorship and strategic direction while ensuring strong operational execution across multiple customer-facing disciplines.

  Requirements

  • 15+ years of progressive leadership experience in Customer Experience, Customer Success, Professional Services, or related functions within global SaaS or cloud enterprise environments.
  • At least 5 years of experience in a senior executive leadership position at the VP or SVP level.
  • Demonstrated success leading large, distributed, multi-tiered global organizations, ideally with responsibility for 200+ employees.
  • Strong technical foundation and the ability to lead highly technical customer delivery organizations while engaging credibly with Product and Engineering executives.
  • Deep understanding of enterprise architecture, integrations, complex deployments, AI solutions, Generative AI, LLMs, and agentic frameworks.
  • Strong knowledge of contact center technologies and operations, including CCaaS and/or UCaaS, enterprise software implementations, and customer retention strategies.
  • Proven experience designing and scaling complex global delivery models across multiple products, technologies, and customer segments, including technical and Forward Deployed delivery approaches.
  • Demonstrated ability to drive measurable customer outcomes, adoption, retention, expansion, and NRR in enterprise environments.
  • Strong financial and operational management capabilities, including ownership of significant budgets, revenue objectives, gross margins, and efficiency initiatives.
  • Exceptional executive presence, communication, persuasion, and C-suite negotiation skills, with the ability to translate complex technical and operational concepts into compelling business value.
  • Strong analytical and strategic decision-making abilities, with a track record of resolving complex organizational, operational, and deployment challenges.
  • Excellent cross-functional leadership skills and the ability to build alignment among Sales, Revenue, Product, Engineering, Marketing, and customer-facing organizations.
  • A bachelor's degree is required; a master's degree or MBA is highly preferred.
  • Demonstrated ability to develop and retain high-performing leadership teams while creating an inclusive, transparent, and accountable culture.
  • Strong customer orientation and willingness to maintain a visible executive presence with strategic enterprise customers and senior stakeholders.

  Benefits

  • Compensation: $265,000–$400,000 OTE pay range.
  • Long-term incentives: Eligibility for equity-based long-term incentives depending on level and role.
  • Short-term incentives: Eligibility for bonus or commission opportunities depending on role and level.
  • Healthcare: Medical, dental, and vision insurance.
  • Financial protection: Life and disability insurance.
  • Retirement: 401(k) plan.
  • Employee support: Employee Assistance Program (EAP).
  • Paid time off: Uncapped PTO for exempt employees, subject to manager approval and business needs.
  • Paid holidays: 14 company-paid holidays annually.
  • Sick leave: Paid sick time and applicable accrual-based leave programs, subject to role and employment status.
  • Work environment: An inclusive, collaborative environment that encourages innovation, autonomy, transparency, and meaningful impact.
  • Career opportunity: Executive-level ownership of a global customer organization with significant influence over AI transformation, enterprise delivery, and customer growth.