Vice President, Customer Experience

Role overview Lead the strategy and operations for customer success, support, and sales, with the goal of helping customers adopt a B2B software platform, realize value, and stay and grow over time. You’ll join the senior leadership team, build a managed services function, and shape a cohesive customer journey that combines human support with technology and AI.

Responsibilities - Set and scale customer success and support programs that improve product adoption, retention, and customer outcomes. - Create a managed services organization, including its strategy, structure, team, and operating processes. - Oversee the sales organization and strengthen the systems and support that help it grow revenue. - Partner with product and marketing to connect the customer journey from initial engagement through renewal, and turn customer feedback into useful insights. - Establish customer health and engagement practices to identify churn risks and support adoption, renewals, and expansion. - Represent customer needs in internal decisions, develop team leaders, and improve workflows using performance data and clear measures.

Requirements - 12 or more years in customer success, including at least four years in leadership roles managing large B2B SaaS accounts. - Track record of scaling customer success teams at high-growth software companies and improving gross and net revenue retention. - Experience leading managers and developing team members through coaching and mentorship. - Ability to build cross-functional relationships and contribute to revenue growth through customer-focused work. - Expertise in customer lifecycle management, renewals, and customer health measures. - Strong business judgment and ability to use data to guide decisions and translate metrics into actions. - Proficiency with CRM systems, particularly Salesforce, and experience implementing customer success software.

Nice to have - Experience designing technology-led customer success programs for a large customer base.

Benefits and work setup The role is listed as remote. Benefits include flexible paid time off, holidays, health and insurance coverage, retirement matching, paid parental leave, volunteer time, and wellness and family-building programs. Compensation includes a stated base range of $215,000–$250,000 USD and eligibility for an annual bonus.