Customer Experience VP

Job Summary

Customer Experience VP is a full-time leadership role responsible for overseeing the post-sale organization, including Customer Success, Implementation, and Support, while driving customer retention and operational efficiency.

Key Responsibilities

• Define and lead the end-to-end post-sale strategy across onboarding, adoption, retention, and support
• Lead and develop a multi-layered CX organization, fostering a high-performance culture
• Own net revenue retention and customer health metrics, building programs to drive adoption and engagement

Required Qualifications

• 10-15+ years of experience in Customer Experience or Customer Success leadership within B2B SaaS
• Experience as the top CX leader at a company with $20M-$100M ARR or in a senior leadership role in a larger SaaS organization
• Proven track record of scaling CX operations and improving retention and onboarding efficiency
• Strong operational skills with experience in metrics, forecasting, and capacity planning
• Experience leading teams through change and building strong Customer Experience teams