Vice President, Customer Experience
Skills
- Proven leadership of customer-facing teams in B2B SaaS
- Experience with complex onboarding and multi-module enterprise software
- Track record hitting renewal and upsell targets
- Data-driven decision making with strong metrics orientation
- Operational rigor: playbooks, tooling, SLAs, and process design
- Cross-functional collaboration with Sales, Product, and Engineering
- Comfort managing technical service work (integrations, APIs, data migrations)
Responsibilities
- Lead and grow cross-functional teams across Onboarding, Support, Customer Success, and Ongoing Services.
- Build and execute a customer experience strategy that increases retention and drives upsells.
- Own renewal and upsell revenue targets; partner with Sales and Product to capture expansion opportunities.
- Define and optimize handoffs from Sales → Onboarding → Support/CS and scale repeatable processes.
- Own key customer metrics (NPS, retention, time-to-value, health scores, support SLAs) and report to the executive team.
- Design services packaging/pricing frameworks and scale high-margin recurring services.
- Manage customer experience budget and financial planning with the CFO.
- Champion instrumentation across the customer journey and advocate for product improvements based on usage and feedback.
Education
- Bachelor’s degree or equivalent experience required
- Advanced degree (MBA or similar) preferred but not required
Benefits
- Competitive base salary plus performance-based bonus
- Equity package
- Flexible, remote-first work environment (Atlanta preferred)
- Opportunity for high-impact leadership and career growth
- Collaborative team of experienced engineers and product leaders
- Mission-driven company with profitable operations
Average salary estimate
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