Vice President of Customer Experience

Job Summary

Driving a comprehensive customer success strategy, the full-time Vice President of Customer Experience will lead customer-facing teams to enhance product adoption and retention, leveraging both technology and human interaction in a remote environment.

Key Responsibilities

• Develop and execute a scalable Customer Success and Support strategy to maximize customer value from technology
• Establish and oversee a managed services department, focusing on customer transition and sustainable growth
• Collaborate with product and marketing teams to ensure a seamless customer journey and identify expansion opportunities

Required Qualifications

• 12+ years of experience in Customer Success, including 4+ years in leadership roles within B2B SaaS
• Proven track record in scaling Customer Success teams and driving growth metrics like GRR and NRR
• Strong leadership capabilities with a focus on mentoring and developing team members
• Experience in customer lifecycle management and implementing tech-touch customer success programs
• Proficiency with CRM tools, particularly Salesforce, and a strong business acumen for data-driven decision-making