Vice President, Customer Experience
New
J
JobgetherB2B SaaS, Energy
Based in the United StatesFull-TimeVp
Salary$160,425–$287,375
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Job Details
- Experience
- 10+ years
- Required Skills
- Change ManagementCustomer Success
Requirements
- 10+ years of leadership experience in Customer Success or Customer Experience within B2B SaaS, technology, or complex B2B services environments.
- Experience directly leading large-scale organizations, including teams of 100+ employees and significant operational responsibility.
- Proven success transforming an operationally focused organization into a technical, consultative, customer-centric function.
- Demonstrated experience designing and implementing customer lifecycle or journey-based operating models.
- Strong track record of owning customer retention and net revenue retention outcomes.
- Experience integrating or overseeing adjacent professional services, advisory, technical delivery, or support functions.
- Demonstrated ability to deliver measurable organizational and customer impact quickly.
- Familiarity with AI-enabled Customer Success technologies, including health scoring, support automation, and customer intelligence.
- Strong executive presence, communication, stakeholder management, and strategic thinking skills.
- Experience in energy, financial services, enterprise SaaS, or another highly technical B2B services environment is preferred.
- A bachelor's degree or equivalent professional experience is preferred.
Responsibilities
- Lead Customer Success, Customer Support, and Advisory/Delivery teams, driving their evolution toward a unified, customer-centric and product-led operating model.
- Design and implement a customer lifecycle framework covering onboarding, value realization, expansion, renewal, and at-risk recovery.
- Establish Customer Success as the primary relationship owner throughout the customer lifecycle.
- Own customer retention and account health while partnering with Account Management on commercial renewal and expansion activities.
- Build a more technical and consultative Customer Success organization by developing team capabilities and hiring technical profiles.
- Oversee the evolution of professional and energy-related service delivery toward a technical and client-facing advisory model.
- Create clear responsibilities and decision-making frameworks across teams including RACI structures.
- Establish Voice of the Customer programs and health-scoring frameworks using customer feedback and AI-assisted insights.
- Modernize customer-facing tools, processes, and workflows to improve efficiency and customer experience.
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