Vice President, Customer Experience - Remote

Overview

The Vice President of Customer Experience will lead and scale the entire post-sale customer journey for a fast-growing SaaS company, ensuring customers achieve value on the platform.

In Short

• Lead a high-performing team across Onboarding, Support, Customer Success, and Ongoing Services.
• Build and execute a customer experience strategy to increase retention and drive upsells.
• Own key customer metrics and report performance to the executive team.
• Partner with Sales and Product for renewal and upsell revenue targets.
• Design processes for scaling services and increasing customer lifetime value.
• Define workflows between Sales, Onboarding, and Support/CS.
• Champion customer journey instrumentation and optimize tooling.
• 7+ years of experience in customer-facing functions in B2B SaaS.
• Self-starter with a collaborative leadership style.
• Join a mission-driven and profitable SaaS company.

Requirements

• Experience in complex onboarding processes and multi-module enterprise software.
• Proven success in driving customer outcomes across various functions.
• Track record of building high-performing teams.
• Data-driven mindset with a passion for improving customer experience.
• Comfortable using metrics and KPIs to drive performance.

Benefits

• Competitive compensation with bonus opportunities and equity package.
• Flexible, remote-first work environment.
• Direct impact on retention and revenue.
• Work with experienced engineers and product thinkers.
• Join a mission-driven team serving purpose-led organizations.