Vice President of Customer Experience

Position Overview

The Vice President of Customer Experience leads the execution and continuous improvement of the end-to-end post-sale customer experience strategy across all segments (SMB through Enterprise). This includes ownership of customer support, retention, and ongoing engagement to ensure a seamless, consistent, and high-quality customer journey.

This role operates in close partnership with the Chief Operating Officer, aligning customer experience strategy with enterprise operating priorities, retention performance, and cross-functional execution. The Vice President is responsible for driving day-to-day execution and functional leadership of the Customer Experience organization, while ensuring alignment with broader operational, financial, and strategic objectives set by the COO.

Primary Job Duties

• Hire and train all customer care and concierge team members to provide world class service.
• Lead execution of the end-to-end post-sale customer experience strategy in partnership with the COO
• Own and scale all customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention
• Establish and enforce the CX operating model, including SLAs, escalation frameworks, and service standards
• Serve as a cross-functional partner, promoting a customer-centric approach across Sales, Product, Operations, and vendor interactions
• Drive customer retention strategy, including SMB-focused initiatives, proactive outreach, and lifecycle engagement programs
• Own the customer communication strategy across support functions to strengthen loyalty, transparency, and retention
• Define, track, and ensure accountability for core CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve
• Lead data-driven improvements and operational efficiency, including CRM and telephony optimization, automation, and service scalability
• Drive the future-state service model, including multi-channel support, knowledge management, workforce planning, and proactive engagement strategies
• Own budgeting, capacity planning, and cost management for the CX organization
• Act as the voice of the customer, influencing cross-functional priorities and product improvements
• Build and lead a strong CX leadership team, fostering accountability, performance, and a customer-first culture
• Provide regular updates on CX performance, risks, and initiatives in alignment with COO priorities
• Lead a team of 4-6 direct reports, with responsibility for scaling multi-layer organization over time

Minimum Qualifications

• Bachelor’s degree in a related field or equivalent professional experience.
• 10–15+ years leading customer experience or support organizations.
• 10–15+ years leading multi-layer teams, including Directors or equivalent leaders.
• Proven ability to scale customer-facing operations across multiple channels and customer segments in B2B environments.
• Deep familiarity with multi-channel support models, including chat and digital channels.