Vice President, Customer Experience
Core
Set and execute the vision for delivering world-class customer experiences through a mix of technology and human touch to drive product adoption, retention, and revenue expansion.
Role type
VP of Customer Experience (Strategy & Leadership)
Builds
Customer Success and Support strategy, managed services department, and sales enablement systems
Domain
B2B SaaS / Commerce Media
Required skills
Customer Success strategy, scaling SaaS teams, GRR/NRR optimization, second-line management, cross-functional leadership, revenue growth, customer lifecycle management, team coaching, process optimization
Preferred skills
AI integration in CX, building managed services, voice of the customer advocacy
Technologies
AI, customer analytics platforms, performance data tools
Responsibilities
Drive scalable Customer Success and Support strategy; Own creation of managed services department; Oversee sales organization support; Shape company strategy on senior leadership team; Partner with product/marketing for seamless customer journey; Build proactive customer health and engagement program; Scale CX strategy across human and tech touchpoints; Serve as internal voice of the customer; Develop and empower high-performing teams; Optimize processes and standardize workflows
