Vice President, Customer Experience

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Requirements:

• 12+ years of experience managing Customer Success and Customer Support teams.
• Proven ability to ramp implementation and support teams systematically.
• Proven success leading post-sales teams for high-growth B2B and B2B2C SaaS businesses.
• Experience servicing diverse customer segments including channel and enterprise.
• Desire to build teams, processes, systems, and culture.
• Strong leadership presence and collaboration skills.
• Understanding of servicing a technical audience and developing customer journey lifecycles.
• Familiarity with various success-enablement technologies.
• Experience maintaining and measuring departmental KPIs.
• Ability to work mostly in an EST time zone environment.
• Willingness to travel 15-25% for company events.

Responsibilities:

• Develop, implement and execute a strategy for delivering world-class customer success, support, and digital experience.
• Own key operational metrics like churn and revenue.
• Scale a newly formed Customer Experience organization.
• Evaluate existing strategy and implement necessary adjustments.
• Collaborate with Go-to-Market and Product Development to communicate the voice of the customer.
• Lead the company's global Customer Experience organization, including onboarding, adoption, success, and support.
• Ensure delivery of customer success/support to meet net retention goals.