Vice President of Customer Experience

Job Summary

A company is looking for a Vice President of Customer Experience.

Key Responsibilities

• Lead and grow a high-performing team across Onboarding, Support, Customer Success, and Ongoing Services
• Build and execute a customer experience strategy that enhances retention and drives upsells
• Own renewal and upsell revenue targets while managing the full customer experience budget

Required Qualifications

• 7+ years leading customer-facing functions in enterprise or mid-market B2B SaaS
• Experience with complex onboarding processes and multi-module enterprise software
• Proven success in driving customer outcomes across onboarding, support, and customer success
• Track record of building high-performing teams and scaling customer organizations
• Data-driven approach with comfort in using metrics and KPIs to drive performance