Vice President, Customer Experience
- Lead and grow a high-performing team across four functions:
- Onboarding – requirements gathering, configuration, data migration, custom development
- Support – ticket triage, technical issue resolution
- Customer Success – renewals, upsells, relationship management, QBRs
- Ongoing Services – post-go-live custom work (CMS, API integrations, data mapping, etc.)
- Build and execute a customer experience strategy that increases retention, drives upsells, and creates raving fans
- Own key customer metrics (NPS, retention, time-to-value, support SLAs) and report performance to the executive team
- Own renewal and upsell revenue targets; partner closely with Sales and Product to uncover opportunities
- Design and execute processes for scaling high-margin services and increasing customer lifetime value
- Create services packaging/pricing frameworks to drive recurring services revenue
- Plan and manage the full customer experience budget, working closely with the CFO to track spend, forecast needs, and ensure fiscal responsibility
- Define and optimize handoff workflows between Sales → Onboarding → Support/CS
- Champion instrumentation across the customer journey (e.g., product usage data, onboarding time, health scores)
- Identify and fill gaps in tooling, playbooks, and documentation to ensure operational excellence
- Partner with Product and Engineering to advocate for customer needs based on usage and feedback data
- Experience:
- 7+ years leading customer-facing functions in enterprise or mid-market B2B SaaS
- Experience with complex onboarding processes and multi-module enterprise software
- Proven success driving customer outcomes across onboarding, support, and customer success
- Experience with API-based products and managing teams that do technical service work (ideal but not required)
- Leadership:
- Track record of building high-performing teams and scaling customer orgs
- Self-starter who thrives in a fast-paced, ambiguous environment
- Collaborative leadership style with strong cross-functional communication skills
- Mindset & Skills:
- Deep empathy for customers and a passion for improving their experience
- Data-driven approach; comfortable using metrics and KPIs to drive performance
- Bias toward action, operational rigor, and continuous improvement
- Join a mission-driven, profitable SaaS company serving purpose-led organizations
- Play a central leadership role with direct impact on retention and revenue
- Work alongside a team of experienced engineers, product thinkers, and entrepreneurs
- Competitive compensation, bonus opportunities, and equity package
- Flexible, remote-first environment
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