Senior Vice President of Customer Experience
New
J
JobgetherSaaS / Enterprise Cloud
Based in the United StatesFull-TimeVp
Salary$265,000–$400,000 OTE pay range.
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Job Details
- Experience
- 15+ years of progressive leadership experience; 5+ years in a senior executive leadership position at the VP or SVP level.
- Required Skills
- Financial ManagementCustomer SuccessSaaSGenerative AI
Requirements
- 15+ years of progressive leadership experience in Customer Experience, Success, or Professional Services within global SaaS/cloud environments.
- 5+ years of experience in a senior executive leadership position at the VP or SVP level.
- Demonstrated success leading large, distributed, multi-tiered global organizations, ideally with responsibility for 200+ employees.
- Strong technical foundation with the ability to lead technical delivery teams and engage with Product and Engineering executives.
- Deep understanding of enterprise architecture, complex integrations, Generative AI, LLMs, and agentic frameworks.
- Comprehensive knowledge of contact center technologies, including CCaaS and/or UCaaS.
- Proven experience designing and scaling global delivery models, including technical and Forward Deployed approaches.
- Strong financial and operational management capabilities, including ownership of budgets, revenue objectives, and gross margins.
- Exceptional executive presence, C-suite negotiation, and communication skills.
- Bachelor's degree required; Master's degree or MBA highly preferred.
- Strong analytical and strategic decision-making abilities for resolving complex organizational challenges.
Responsibilities
- Define and execute global customer strategy across Professional Services, Customer Care, Success, and Enablement to drive adoption, retention, and NRR.
- Lead and evolve a unified global delivery model for CCaaS, AI, and agentic solutions.
- Establish repeatable, efficient deployment methodologies to accelerate time-to-value for complex enterprise AI implementations.
- Partner with Product and Engineering to translate technical challenges and customer feedback into product roadmap priorities.
- Manage and optimize multi-million-dollar global budgets while balancing revenue, margins, and operational efficiency.
- Serve as executive sponsor for strategic accounts, maintaining relationships with C-suite and board-level stakeholders.
- Collaborate with Sales, Revenue, and Marketing to align pre-sales expectations and identify expansion opportunities.
- Build and scale high-performing global teams by recruiting and developing world-class leaders.
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