VP of Customer Experience - Remote

Overview

We are recruiting a VP of Customer Experience to lead our Customer Success and Support organization and elevate how we serve our existing customers.

In Short

• Own our overall Gross Revenue Retention (GRR)
• Manage a team of 15 across CS and Support
• Ensure customers are onboarded, activated, and consistently see measurable ROI
• Build scalable, yet consultative systems and processes for delivering customer value
• Drive customer feedback loops that shape product and go-to-market strategy

Requirements

• Strong business and commercial acumen
• Empathy for what drives human behavior change
• Proven track record of owning and improving GRR in SaaS businesses
• Ability to assess the current state and craft a strategy
• Proficient in AI and experimental leadership
• Experience leading CS and Support in mid-market and enterprise SaaS
• Leadership style blending empathy with accountability
• Strong cross-functional instincts

Benefits

• Lead a high performing CX organization
• Implement a long-term success strategy
• Develop systems based on deep customer understanding
• Partner with various teams to identify growth opportunities
• Ensure value realization across the customer base