VP of Customer Experience
New
Remote (US or Canada). Eastern time zone preferred., Eastern time zone preferredFull-TimeVp
Salary180000 - 200000 USD per year
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Job Details
- Experience
- 10–15+ years
Requirements
- 10–15+ years of experience in Implementation or Customer Success
- Experience building and scaling teams and operating models in SaaS environments
- Experience in manufacturing or industrial environments
- Strong people leadership and coaching experience
- Ability to build scalable systems and processes
- Strategic and operational mindset
- Understanding of driving retention and expansion
- Systems and data-oriented approach
- Executive presence and emotional intelligence
- Ability to thrive in ambiguity and build structure
Responsibilities
- Recruit, develop, and manage a high-functioning team across Implementation and Customer Success/Support, establishing clear ownership, accountability, and a strong customer-first culture.
- Design and operationalize a repeatable implementation methodology that reduces time-to-value, eliminates bottlenecks, and ensures customers fully deploy what they've purchased.
- Establish frameworks that connect product usage to measurable outcomes (compliance, efficiency, risk reduction) and prevent stalled implementations or disengagement early in the lifecycle.
- Build a structured account management motion that drives retention and expansion through strong engagement models, health scoring, and disciplined upsell & renewal processes.
- Implement modern CX systems and define an AI-first strategy that improves response times, reduces ticket volume, and enhances customer satisfaction.
- Align Customer Experience with company-level goals, ensuring CX is a key driver of retention, expansion, and long-term customer value.
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