Vice President Customer Experience
New
Remote, will need to be based East Coast CanadaFull-TimeVp
Salary not disclosed
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Job Details
- Required Skills
- Artificial IntelligenceAccount ManagementData analyticsCustomer supportChange ManagementCustomer SuccessSaaS
Requirements
- Progressive CX leadership experience, including at VP or equivalent level.
- Proven success scaling customer experience functions in high-growth tech environments.
- Experience leading global, multi-functional teams.
- Strong executive presence and communication skills.
- Deep knowledge of customer success methodologies and service delivery frameworks.
- Expertise with CX platforms.
- Strong analytical and strategic capabilities.
- Background in product-led growth, digital engagement, and customer journey orchestration.
- Exceptional people leadership and change management experience.
- Ability to influence cross-functionally.
Responsibilities
- Develop and execute a customer experience strategy aligned with company growth.
- Partner with the executive team on product roadmap, GTM strategy, and business planning.
- Own customer lifecycle metrics including NPS, CSAT, retention, time-to-value, expansion revenue, and CLV.
- Represent the voice of the customer at the executive level.
- Lead and scale Account Management and Support teams.
- Build operational frameworks, playbooks, and processes for service delivery.
- Establish SLAs and KPIs balancing customer satisfaction with efficiency.
- Oversee escalation management and resource allocation.
- Drive adoption of CX technology platforms and leverage AI, automation, and self-service.
- Build data-driven insights to predict customer health.
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