Vice President, Customer Experience - Remote

Overview

The Vice President of Customer Experience will lead and scale the post-sale customer journey, ensuring customer success and satisfaction across multiple departments.

In Short

• Lead and grow 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.
• Manage renewal and upsell revenue targets, partnering with Sales and Product.
• Design processes to scale high-margin services and increase customer lifetime value.
• Define and optimize workflows between departments.
• Champion instrumentation across the customer journey.
• Identify gaps in tooling and documentation for operational excellence.
• Advocate for customer needs based on usage and feedback.
• Work in a flexible, remote-first environment.

Requirements

• 7+ years leading customer-facing functions in B2B SaaS.
• Experience with complex onboarding processes and enterprise software.
• Proven success in driving customer outcomes across various functions.
• Experience managing teams that perform technical service work is a plus.
• Track record of building high-performing teams.
• Self-starter with strong cross-functional communication skills.
• Deep empathy for customers and a passion for improving their experience.
• Data-driven approach using metrics and KPIs.
• Operational rigor and a mindset for continuous improvement.
• Collaborative leadership style.

Benefits

• Join a mission-driven, profitable SaaS company.
• Play a central leadership role impacting retention and revenue.
• Work with experienced engineers and product thinkers.
• Competitive compensation, bonuses, and equity package.
• Flexible, remote-first work environment.