VP, Customer Experience
B
BreezewayB2B SaaS
Countries: US and Spain. United States: Arizona, Arkansas, California, Connecticut, Florida, Georgia, Idaho, Illinois, Maine, Massachusetts, Michigan, Missouri, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, and Wisconsin.Full-TimeVp
Salary not disclosed
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Job Details
- Experience
- 10–15+ years
- Required Skills
- Operations ManagementStrategyChange ManagementCustomer SuccessHubSpot
Requirements
- 10–15+ years of progressive experience in Customer Experience or Customer Success leadership within B2B SaaS.
- Ownership of the full post-sale lifecycle (Success, Support, and Implementation).
- Experience as the top CX leader at a ~$20M–$100M ARR company, or senior leader in a larger SaaS organization.
- Track record of scaling CX, evolving org structure, processes, and operating rigor.
- Demonstrated success improving NRR, retention, onboarding efficiency, and cost-to-serve.
- Experience in high-velocity SMB to mid-market environments.
- Comfortable in metrics, forecasting, capacity planning, and systems.
- Proficiency in HubSpot preferred.
- Strong cross-functional leadership skills with Product, Sales, Marketing, and Finance.
Responsibilities
- Define and lead Breezeway’s end-to-end post-sale strategy across onboarding, adoption, retention, and support.
- Establish clear KPIs and performance frameworks tied to retention, efficiency, and customer outcomes.
- Lead and develop a multi-layered CX organization, including senior leaders across Customer Success, Implementation, and Support.
- Own net revenue retention (NRR), gross retention, and overall customer health metrics.
- Optimize onboarding processes to reduce time-to-value and improve activation rates.
- Oversee global support operations with a focus on responsiveness, quality, and cost efficiency.
- Build scalable processes, systems, and reporting across the CX organization.
- Work with Finance on forecasting, capacity planning, and improving overall unit economics.
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