Vice President, Customer Experience

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. Strong business acumen and analytical skills, with the ability to interpret performance metrics, make data-driven decisions, and translate insights into actionable strategies. Proven ability to balance customer advocacy with commercial objectives and sustainable business growth. Experience operating effectively in fast-paced, high-growth SaaS environments with complex cross-functional stakeholder groups. Benefits Annual base salary range of $215,000–$250,000 USD , with actual compensation determined by experience, skills, abilities, internal equity, and market data for the employee’s location. Eligibility for an additional annual bonus through an incentive compensation plan. Flexible Paid Time Off. Paid holidays and floating holidays. Medical, dental, and vision insurance. FSA and HSA options with employer contribution. Life insurance and pet insurance. 401(k) with employer match. Up to 2 days of paid time off for volunteering with a 501(c) organization. Paid parental leave. Company-subsidized membership to Wellhub and Peloton. Access to a fertility and family-building information platform through Carrot. Fully remote work opportunity within the United States.