Vice President, Customer Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Vice President, Customer Experience based in the United States.

The Vice President, Customer Experience will define and execute a scalable customer experience strategy across Customer Success, Support, Managed Services, and Sales. You will lead customer-facing organizations while determining the right balance between human engagement, technology, and AI to improve adoption, retention, and revenue expansion. As a member of the senior leadership team, you will help shape business strategy and influence cross-functional decisions. You will partner closely with Product and Marketing to create a seamless customer journey from initial engagement through renewal. The role combines executive leadership, operational scaling, customer advocacy, and data-driven decision-making. You will also build high-performing teams, establish scalable processes, and create programs that deliver measurable value for customers and the business.

Accountabilities:
- Develop and execute a comprehensive Customer Success and Support strategy focused on increasing product adoption, retention, and customer value through an effective combination of human and AI-enabled experiences.

- Build and launch a Managed Services function, including its strategy, organizational structure, team, operating model, and execution, while creating a scalable approach to helping customers transition from other platforms.

- Oversee the Sales organization and ensure teams have the systems, resources, and support needed to maximize performance and contribute to revenue growth.

- Participate as a senior leadership team member, contributing to company strategy, cross-functional decisions, and a cohesive organizational culture.

- Partner with Product and Marketing to create a seamless end-to-end customer journey, while identifying renewal and expansion opportunities and translating customer feedback into actionable business and product insights.

- Establish proactive customer health and engagement programs that monitor key indicators, mitigate churn risk, and maximize adoption and value realization throughout the customer lifecycle.

- Scale customer experience programs across human and technology touchpoints, using automation and AI where they can improve efficiency while maintaining meaningful human interaction where it matters most.

- Act as the internal voice of the customer, advocating for customer needs and influencing product priorities and broader strategic decisions.

- Build, coach, and mentor high-performing teams while establishing accountability around key performance metrics and fostering a culture of continuous growth and development.

- Continuously optimize processes, standardize playbooks and workflows, and use customer analytics and performance data to improve efficiency and support sustainable growth.

Requirements

- 12+ years of experience in Customer Success, including at least 4+ years in leadership positions managing large B2B SaaS accounts.

- Proven experience scaling Customer Success organizations within high-growth SaaS environments and driving both Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

- Strong executive and people leadership capabilities, including experience with second-line management, coaching, mentoring, and developing leaders and teams.

- Demonstrated ability to build strong cross-functional relationships and drive revenue growth through a customer-centric operating model.

- Deep expertise in customer lifecycle management, renewal strategies, customer health metrics, adoption, and retention.

- Experience designing and implementing technology-enabled or tech-touch Customer Success programs for large customer populations is preferred.

- Strong proficiency with CRM platforms, particularly Salesforce, along with experience implementing or working with Customer Success software.

- Stron