Vice President of Customer Experience

Job Summary

Leading the transformation of customer success in a B2B, product-based environment, the full-time Vice President of Customer Experience will oversee customer success and advisory teams, manage the customer lifecycle operating model, and establish a single relationship owner for clients, all while working remotely.

Key responsibilities

• Oversee the customer success and advisory/delivery teams, guiding their evolution in line with the customer lifecycle operating model
• Own and lead the design and rollout of the customer lifecycle operating model, ensuring effective account coverage and engagement
• Uplevel customer success management capabilities by cultivating a technical and consultative team culture

Required qualifications

• 10+ years in customer success or customer experience leadership in B2B SaaS or B2B services, including managing a large team
• Proven experience in evolving an operationally-focused organization into a technical, consultative leader
• Experience in designing and implementing customer lifecycle operating models and health scoring systems
• Demonstrated ability to manage retention and net revenue retention accountability
• Experience integrating service delivery functions into a customer success organization