VP of Customer Experience

About CAI Software

CAI Software builds purpose-built solutions that help manufacturers processors and distributors accelerate performance. Our mission is to enable manufacturers to transform performance through a connected AI-assisted ecosystem that delivers visibility control and continuous improvement. We bring the deep operational expertise and enterprise infrastructure to be a true long-term performance partner.

With 6200 active customers worldwide and a market-leading position in every vertical we serve CAI combines 45 years of industry expertise with modern AI-driven execution - helping businesses move faster operate smarter and perform at their peak. We work across 15 industries and 10 countries guided by three values built into our name: Candor Accountability and Impact.

CAI Business Units and the Markets We Serve

CAI Software is organized into three business units: Graphic Communications Process Manufacturing and Discrete Manufacturing - aligned to the industries we serve. This structure keeps our teams close to customer needs while operating with the scale and support of a global software company.

Graphic Communications

This role is part of our Graphic Communications business unit which serves the global print and packaging industry with ERP and production software designed for commercial printers packaging manufacturers promotional and transactional print providers sign and display manufacturers and in-plant operations. Our solutions accelerate performance by improving operational visibility production efficiency and profitability in complex high-volume environments.

About the Role

CAI Software is seeking a Vice President of Customer Experience will lead every aspect of customer delivery across theGraphic CommunicationsBusiness Unit. Reporting directly to the General Manager this executive will oversee Professional Services Customer Support Managed Services Customer EnablementandDocumentation.

The successful candidate willgrowCustomer Experience as a managed businesswith accountability for operational performance commercial growth customer retention and service profitability.

The VP willensure adoption ofstandardized implementation methodologies scalable support operationsvia AI and Center of Excellence resources productized service offerings and governance models that allow CAI to deliver enterprise-class customer experiencesand maximize customer lifetime value.

What Youll Do

Lead Customer Delivery Operations

• Refineand lead a high-performing globalpost sale operating systemspanning:

• Professional Services
• Customer Support (L1 L2 & L3)
• Managed Services
• Premium 24x7x365 Support Operations
• Documentation and Customer Enablement
• Global Center of Excellence (COE)
• Scaleconsistent operating standards that enable predictable implementations high-quality support and operational excellence across a diverse product portfolio.

Build Customer Experience as a Business

Own Customer Experience with business-level accountability by driving:

• Services bookings

• Services gross margin

• Resourceutilization

• Delivery efficiency

• Customer satisfaction

• Operational scalability

Partner closely with Sales to increase service attachment rates and develop standardized service offerings that accelerate software adoption while creating recurring revenue AI where possible to drive speed and scale.

StandardizeDelivery Excellence

Evolve and scalerepeatable implementation methodologies that reduce deployment risk and improve customer outcomes.

Redefine and scale:

• Standard deployment playbooks

• Operational readiness checklists

• Knowledge capture standards

• Runbooks

• Go-live governance

• Escalation procedures

• Incident management processes

• Change control standards

• Clear ownership transitions from implementation to support

• Clear transitions from Sales to implementation

Productize Services

Develop a standardized portfolio of Customer Experience offerings including:

• Implementation packages

• Premium support tiers

• 24x7x365 support services

• Managed operations

• Documentation services

• Release and change management services

• Customer enablement offerings

Transform recurring customer requests into repeatable profitable service offerings.

Executive Customer Leadership

Serve as the executive sponsor for strategic customer relationships by:

• Leading executive escalations

• Driving customer confidence during complex implementations

• Supporting enterprise deployments

• Building trusted customer partnerships

• Improving retention and long-term customer success

What Were Looking For

• 15 years of progressive leadership experience in Professional Services Customer Experience Customer Operations or Technical Services within enterprise software or SaaS organizations.
• Demonstrated success leading large global customer-facing organizations.
• Experiencemanaging Professional Services Customer Support Managed Services and customer delivery organizations.
• Proven ability to build standardized operating models across multiple software products.
• Strong financial acumen with experience managing services profitabilityutilization forecasting and operational performance.
• Experience leading offshore or global delivery organizations and Centers of Excellence.
• Track recordof scaling customer operations during periods of rapid growth and organizational transformation.
• Executive-level communication and customer relationship management skills.
• Experience partnering closely with Product Engineering Sales and Executive Leadership.

Preferred Qualifications

• Experience servingprintmanufacturing industrial software ERP MES or manufacturing execution markets.
• Experience integratingmultiple acquiredsoftware businesses into a unified customer delivery organization.
• Experience building or leading Customer Success organizations.
• Familiarity with enterprise implementation methodologies and ITIL-based support operations.
• Experience developing partner enablement and channel delivery programs.

Why Join CAI

At CAI we are building something that matters. With 6200 customers across 15 industries and active investment in AI-driven performance tools we are positioned to define what the next generation of manufacturing software looks like and we are building the team to lead that work.

Our four pillars define how we deliver for customers and how we work:

• Built to Fit - Fits how your business runs so performance comes standard
• Built to Expedite - Speeds time to performance without heavy lifts or delays.
• Built to Deliver - AI turns action and insights into measurable performance.
• Built to Scale - Sustains and scales performance without disruption.

Equal Employment Opportunity

CAI Softwareis an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color national origin age sex (including pregnancy sexual orientation and gender identity or expression) religion disability genetic information marital status veteran status or any other basis protected by local state or federal law.

Disability Accommodation

CAI Softwareendeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use the online application process and need an alternative method for applying please contact us at or send an e-mail with your specific accommodation request.

Work Authorization

Applicants must be authorized to work in the United States. CAI Software does not unlawfully discriminate on the basis of citizenship or immigration status in accordance with theImmigration Reform and Control Act of 1986 (IRCA).

Pay Transparency Nondiscrimination

CAI Softwarewill not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Required Experience:

Exec