Vice President of Customer Experience

Role Overview

The Vice President of Customer Experience will lead and scale the operational foundation behind the customer experience organization, overseeing systems, processes, analytics, and cross-functional programs that support the full customer lifecycle.

What You Will Do

The ideal candidate will own and optimize operational processes across the end-to-end customer lifecycle, partner closely with Customer Success, Support, and Sales leadership to improve customer outcomes and operational efficiency, and build and scale customer operations infrastructure.

Why It Might Be a Fit

The ideal candidate will have a blend of strategic thinking, operational rigor, customer-centricity, and hands-on leadership experience within high-growth SaaS or technology environments, and will have the ability to drive customer retention, operational excellence, customer health visibility, forecasting accuracy, and scalable growth across the organization.

Requirements

• 10+ years of experience in Customer Operations, Customer Success Operations, Account Management, Customer Experience, or related leadership roles within SaaS, cloud, or hyper-growth technology companies
• Proven experience overseeing or enabling customer-facing functions, including Customer Success, Technical Support, Account Management, and pre-sales operations
• Strong understanding of enterprise customer lifecycles and post-sales operating models
• Demonstrated success building scalable operational frameworks, systems, and processes in high-growth environments
• Strong analytical mindset with experience leveraging data to drive operational improvements, customer retention, forecasting, and executive decision-making
• Experience building executive dashboards, operational reporting, customer health models, and business review processes
• Strong cross-functional leadership skills with the ability to influence and collaborate across Sales, Product, Engineering, Finance, and executive stakeholders
• Hands-on experience with platforms such as Salesforce, Gainsight, Zendesk, HubSpot, or similar customer operations tooling
• Excellent communication, organizational, and stakeholder management skills with the ability to balance strategic leadership and tactical execution

Benefits

• Competitive compensation
• Equity
• Benefits package