Vice President of Customer Experience 

We’re seeking a strategic, execution-focused leader to join us as Vice President of Customer Experience. This role will oversee our Customer Success, Onboarding, and Support teams, and own the entire post-sale customer journey—from initial onboarding through renewal and expansion. You’ll be responsible for driving retention, satisfaction, and growth through scalable processes, operational rigor, and cross-functional alignment. The ideal candidate is a data-driven operator with a proven track record of building high-performing teams and delivering impactful, customer-centric outcomes at scale.

Key Responsibilities:

• Design and optimize the end-to-end customer experience, from onboarding through renewal and advocacy.
• Design and implement a value measurement framework that quantifies business impact and enables Customer Success teams to consistently communicate realized value back to customers through Executive Business Reviews, success plans, and ongoing engagement.
• Develop customer journey maps and identify friction points to improve satisfaction and retention.
• Lead and grow the Customer Success team, including managers and individual contributors.
• Set KPIs, coach on best practices, and ensure consistent performance across the team.
• Own upsell, cross-sell, and renewal strategies, in partnership with sales and marketing.
• Monitor customer health scores and drive initiatives to improve expansion revenue.
• Identify at-risk customers and proactively implement retention and escalation strategies to mitigate churn.
• Implement scalable processes, systems, and playbooks to support the customer lifecycle in Salesforce.
• Partner with RevOps or build out CS Ops capabilities to improve automation, reporting, and segmentation.
• Act as the voice of the customer across the org—partnering with Product, Sales, and Marketing to align initiatives with customer needs.
• Lead customer feedback programs and influence roadmap prioritization.
• Own key customer metrics: NPS, Churn, Net Revenue Retention (NRR), Time-to-Value (TTV).
• Serve as a key member of the executive leadership team, shaping and executing customer-led growth strategies that align with broader company objectives and accelerate revenue expansion.

Qualifications & Skills

• Bachelor's degree in Business, Marketing, Design, or a related field (MBA preferred).
• 7+ years of experience in Customer Success, Account Management, or Client Services, with at least 3 years in a leadership role.
• Proven experience leading customer onboarding, including creative design services as part of implementation.
• Excellent project management skills with the ability to oversee both technical and creative service delivery.
• Strong leadership, communication, and relationship management abilities.
• Data-driven mindset with experience using customer success platforms and CRM tools.
• Ability to manage multiple projects and priorities in a fast-paced environment.