Vice President, Customer Experience

Accountabilities:

• • Develop and execute a comprehensive Customer Success and Support strategy focused on increasing product adoption, retention, and customer value through an effective combination of human and AI-enabled experiences.
  • Build and launch a Managed Services function, including its strategy, organizational structure, team, operating model, and execution, while creating a scalable approach to helping customers transition from other platforms.
  • Oversee the Sales organization and ensure teams have the systems, resources, and support needed to maximize performance and contribute to revenue growth.
  • Participate as a senior leadership team member, contributing to company strategy, cross-functional decisions, and a cohesive organizational culture.
  • Partner with Product and Marketing to create a seamless end-to-end customer journey, while identifying renewal and expansion opportunities and translating customer feedback into actionable business and product insights.
  • Establish proactive customer health and engagement programs that monitor key indicators, mitigate churn risk, and maximize adoption and value realization throughout the customer lifecycle.
  • Scale customer experience programs across human and technology touchpoints, using automation and AI where they can improve efficiency while maintaining meaningful human interaction where it matters most.
  • Act as the internal voice of the customer, advocating for customer needs and influencing product priorities and broader strategic decisions.
  • Build, coach, and mentor high-performing teams while establishing accountability around key performance metrics and fostering a culture of continuous growth and development.
  • Continuously optimize processes, standardize playbooks and workflows, and use customer analytics and performance data to improve efficiency and support sustainable growth.

  Requirements

  • 12+ years of experience in Customer Success, including at least 4+ years in leadership positions managing large B2B SaaS accounts.
  • Proven experience scaling Customer Success organizations within high-growth SaaS environments and driving both Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
  • Strong executive and people leadership capabilities, including experience with second-line management, coaching, mentoring, and developing leaders and teams.
  • Demonstrated ability to build strong cross-functional relationships and drive revenue growth through a customer-centric operating model.
  • Deep expertise in customer lifecycle management, renewal strategies, customer health metrics, adoption, and retention.
  • Experience designing and implementing technology-enabled or tech-touch Customer Success programs for large customer populations is preferred.
  • Strong proficiency with CRM platforms, particularly Salesforce, along with experience implementing or working with Customer Success software.
  • Strong business acumen and analytical skills, with the ability to interpret performance metrics, make data-driven decisions, and translate insights into actionable strategies.
  • Proven ability to balance customer advocacy with commercial objectives and sustainable business growth.
  • Experience operating effectively in fast-paced, high-growth SaaS environments with complex cross-functional stakeholder groups.

  Benefits

  • Annual base salary range of $215,000–$250,000 USD, with actual compensation determined by experience, skills, abilities, internal equity, and market data for the employee’s location.
  • Eligibility for an additional annual bonus through an incentive compensation plan.
  • Flexible Paid Time Off.
  • Paid holidays and floating holidays.
  • Medical, dental, and vision insurance.
  • FSA and HSA options with employer contribution.
  • Life insurance and pet insurance.
  • 401(k) with employer match.
  • Up to 2 days of paid time off for volunteering with a 501(c) organization.
  • Paid parental leave.
  • Company-subsidized membership to Wellhub and Peloton.
  • Access to a fertility and family-building information platform through Carrot.
  • Fully remote work opportunity within the United States.