VP, Customer Experience Operations

Role Overview

The VP, Customer Experience Operations is responsible for building and scaling the operational engine that drives world-class customer satisfaction, retention, and growth. In this pivotal leadership role, you will align people, systems, data, and processes across Customer Success, Support, Services, and Renewals to create a seamless journey for our global customer base.

What You Will Do

Drive cross-functional CX operational strategy, aligning Customer Success, Professional Services, and Support around unified retention, expansion, and customer satisfaction KPIs. Design, standardize, and optimize end-to-end customer journey processes to eliminate operational friction and increase gross/net retention efficiency.

Why It Might Be a Fit

You have 10+ years of operational leadership experience in Customer Experience, Revenue Operations, Customer Success, or GTM Strategy within a high-growth B2B enterprise SaaS environment. Proven track record of scaling global CX operations and directly supporting C-level executive leadership.

Requirements

• 10+ years of operational leadership experience in Customer Experience, Revenue Operations, Customer Success, or GTM Strategy within a high-growth B2B enterprise SaaS environment
• Proven track record of scaling global CX operations and directly supporting C-level executive leadership
• Deep expertise in customer health scoring, churn prediction models, capacity planning, and post-sales retention methodologies
• Demonstrated experience owning and modernizing complex CX technology stacks
• Exceptional analytical capability with the ability to turn complex customer data into clear strategic insight and executive-level recommendations
• Bachelor’s degree or equivalent practical experience

Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)