Senior Vice President of Customer Experience - Remote

Overview

DTN is seeking a strategic, customer-obsessed leader to serve as our Senior Vice President of Customer Experience, responsible for the end-to-end customer journey across various sectors.

In Short

• Lead the customer experience strategy and execution.
• Champion a culture of customer-centricity across all functions.
• Oversee professional services delivery and integration.
• Ensure customer engagements drive measurable business value.
• Manage customer lifecycle from onboarding to ongoing success.
• Develop and lead a high-performing customer-facing team.
• Align customer experience with product, sales, and marketing strategies.
• Track key metrics including retention and customer health scores.
• Build frameworks for value realization and service delivery.
• Drive proactive engagement strategies to reduce churn.

Requirements

• 15+ years in customer success or professional services.
• 5+ years in senior leadership roles.
• Experience in scaling organizations within SaaS environments.
• Strong financial acumen and service P&L management.
• Exceptional leadership and communication skills.
• Experience with CX tools like ChurnZero and Salesforce.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development.
• Inclusive and diverse workplace environment.
• Collaborative team culture.
• Ability to make a significant impact on customer success.