Vice President, Customer Experience

New

Based in the United StatesFull-TimeVp

Salary$215,000–$250,000 USD

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Job Details

12+ years of experience in Customer Success.
4+ years in leadership positions managing large B2B SaaS accounts.
Proven experience scaling Customer Success organizations within high-growth SaaS environments.
Demonstrated ability to drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
Strong executive leadership capabilities with experience in second-line management.
Demonstrated ability to build cross-functional relationships.
Deep expertise in customer lifecycle management, renewal strategies, and health metrics.
Strong proficiency with CRM platforms, particularly Salesforce.
Experience implementing or working with Customer Success software.
Strong business acumen and analytical skills for data-driven decision-making.

Develop and execute a comprehensive Customer Success and Support strategy focused on increasing product adoption, retention, and customer value.
Build and launch a Managed Services function, including its strategy, organizational structure, and operating model.
Oversee the Sales organization to ensure teams are equipped to maximize performance and revenue growth.
Partner with Product and Marketing to create a seamless end-to-end customer journey.
Establish proactive customer health and engagement programs to monitor key indicators and mitigate churn risk.
Scale customer experience programs using automation and AI to improve efficiency.
Act as the internal voice of the customer to influence product priorities and strategic decisions.
Coach and mentor high-performing teams while establishing accountability for key performance metrics.

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