Vice President of Customer Experience

Job Summary

A company is looking for a VP of Customer Experience to lead their Customer Success and Support organization.

Key Responsibilities

• Lead a high performing Customer Experience organization
• Implement a long-term success strategy focused on customer outcomes and business value
• Collaborate with cross-functional teams to identify and execute growth opportunities

Qualifications

• 10+ years of leadership experience in Customer Success or similar roles in B2B SaaS
• Proven experience in improving Gross Revenue Retention (GRR) in SaaS businesses
• Deep experience collaborating with Product, Sales, and Support teams
• Strong understanding of AI and its application in Customer Experience
• Ability to navigate ambiguity and drive clarity and execution