Vice President of Customer Satisfaction

Job Summary

Seeking a strategic and customer-obsessed Vice President of Customer Satisfaction, this full-time position will lead the customer satisfaction strategy across the entire customer lifecycle, managing a high-performing team and collaborating with various departments to enhance customer experience and retention.

Key Responsibilities

• Develop and execute a comprehensive customer satisfaction strategy aligned with growth objectives
• Establish and manage company-wide customer satisfaction programs, including NPS and CSAT
• Design and implement a formal Voice of the Customer program to gather and analyze customer feedback

Required Qualifications

• 10+ years of progressive leadership experience in Customer Success or related functions
• 5+ years in a senior leadership role (Director, Senior Director, VP, or equivalent)
• Proven experience within a high-growth SaaS or logistics technology environment
• Strong understanding of customer journey management and customer experience methodologies
• Exceptional executive communication and stakeholder management skills