Vice President of Customer Experience
Vice President of Customer Experience
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Job Description
Vice President of Customer Experience
Were seeking a strategic execution-focused leader to join us as Vice President of Customer Experience. This role will oversee our Customer Success Onboarding and Support teams and own the entire post-sale customer journeyfrom initial onboarding through renewal and expansion. Youll be responsible for driving retention satisfaction and growth through scalable processes operational rigor and cross-functional alignment. The ideal candidate is a data-driven operator with a proven track record of building high-performing teams and delivering impactful customer-centric outcomes at scale.
Key Responsibilities:
- Design and optimize the end-to-end customer experience from onboarding through renewal and advocacy.
- Design and implement a value measurement framework that quantifies business impact and enables Customer Success teams to consistently communicate realized value back to customers through Executive Business Reviews success plans and ongoing engagement.
- Develop customer journey maps and identify friction points to improve satisfaction and retention.
- Lead and grow the Customer Success team including managers and individual contributors.
- Set KPIs coach on best practices and ensure consistent performance across the team.
- Own upsell cross-sell and renewal strategies in partnership with sales and marketing.
- Monitor customer health scores and drive initiatives to improve expansion revenue.
- Identify at-risk customers and proactively implement retention and escalation strategies to mitigate churn.
- Implement scalable processes systems and playbooks to support the customer lifecycle in Salesforce.
- Partner with RevOps or build out CS Ops capabilities to improve automation reporting and segmentation.
- Act as the voice of the customer across the orgpartnering with Product Sales and Marketing to align initiatives with customer needs.
- Lead customer feedback programs and influence roadmap prioritization.
- Own key customer metrics: NPS Churn Net Revenue Retention (NRR) Time-to-Value (TTV).
- Serve as a key member of the executive leadership team shaping and executing customer-led growth strategies that align with broader company objectives and accelerate revenue expansion.
Qualifications & Skills
- Bachelors degree in Business Marketing Design or a related field (MBA preferred).
- 7 years of experience in Customer Success Account Management or Client Services with at least 3 years in a leadership role.
- Proven experience leading customer onboarding including creative design services as part of implementation.
- Excellent project management skills with the ability to oversee both technical and creative service delivery.
- Strong leadership communication and relationship management abilities.
- Data-driven mindset with experience using customer success platforms and CRM tools.
- Ability to manage multiple projects and priorities in a fast-paced environment.
Required Experience:
Senior IC
Employment Type
Full-Time
