Remote job
VP, Customer Experience Operations
Job details
About this role
Role overview
Lead the operations that support a consistent customer experience across post-sales teams, including Customer Success, Support, Services, and Renewals. The role turns company priorities into coordinated processes, reliable data, and strategies that improve customer satisfaction, retention, and growth. It partners with senior leaders and oversees the systems and operational practices used by teams serving customers globally.
Responsibilities
- Set shared operating priorities and measures for customer success, services, and support, connecting customer outcomes with retention and expansion. - Map and improve the customer journey to reduce friction and make retention work more efficient. - Guide the design, integration, and ongoing development of the customer experience technology ecosystem in partnership with IT leadership. - Build analytics and executive reporting on customer health, product adoption, churn risk, and retention opportunities. - Oversee capacity planning, resource allocation, and incentive operations across post-sales teams. - Build and lead an operations team, using automation and AI where useful and promoting continuous improvement.
Requirements
- At least 10 years of operational leadership experience in customer experience, revenue operations, customer success, or go-to-market strategy within enterprise software. - Experience scaling global customer operations and advising executive leaders. - Strong knowledge of customer health scoring, churn prediction, capacity planning, and post-sales retention practices. - Experience managing and modernizing complex customer operations technology. - Ability to turn complex customer data into clear recommendations for senior audiences. - Bachelor’s degree or equivalent practical experience.
Benefits and work setup
The role is described as part of a flexible, collaborative work environment. Benefits include paid time off and holidays, parental leave, healthcare options, retirement programs, education reimbursement, and commuter support in some locations. The source also describes employee groups, team events, and community volunteering opportunities.