Vice President of Customer Experience

About the Role

We are seeking a strategic Vice President of Customer Experience to lead and scale the operational foundation behind our customer experience organization. This leader will oversee the systems, processes, analytics, and cross-functional programs that support the full customer lifecycle across pre-sales, onboarding, customer success, support, renewals, and account management.

This role will partner closely with Sales, Product, Engineering, Finance, and executive leadership to ensure customers receive a seamless, high-quality experience while enabling the business to scale efficiently. The ideal candidate brings a blend of strategic thinking, operational rigor, customer-centricity, and hands-on leadership experience within high-growth SaaS or technology environments.

You will play a critical role in driving customer retention, operational excellence, customer health visibility, forecasting accuracy, and scalable growth across the organization.

What You’ll Do

• Own and optimize operational processes across the end-to-end customer lifecycle, including pre-sales handoffs, onboarding, implementation, adoption, support, renewals, and expansion.
• Partner closely with Customer Success, Support, Professional Services, Sales, and Account Management leadership to improve customer outcomes and operational efficiency.
• Build and scale customer operations infrastructure, including tooling, reporting, automation, forecasting, customer health scoring, segmentation, and lifecycle management programs.
• Establish and track key customer metrics including retention, churn, NPS/CSAT, onboarding effectiveness, support performance, product adoption, and expansion opportunities.
• Drive operational alignment between pre-sales and post-sales teams to improve continuity of the customer experience and reduce friction across the customer journey.
• Develop scalable processes for customer escalations, renewal management, account transitions, customer communications, and executive business reviews.
• Lead capacity planning, operational planning, and resource modeling efforts across customer-facing organizations.
• Partner with executive leadership to develop customer growth strategies, identify operational risks, and improve organizational performance.
• Evaluate and improve CRM, customer success, support, and analytics systems to ensure teams have accurate data and actionable insights.
• Build, mentor, and develop high-performing operational teams while fostering a culture of accountability, collaboration, and customer obsession.

What We’re Looking for

• 10+ years of experience in Customer Operations, Customer Success Operations, Account Management, Customer Experience, or related leadership roles within SaaS, cloud, or hyper-growth technology companies.
• Proven experience overseeing or enabling customer-facing functions, including Customer Success, Technical Support, Account Management, and pre-sales operations.
• Strong understanding of enterprise customer lifecycles and post-sales operating models.
• Demonstrated success building scalable operational frameworks, systems, and processes in high-growth environments.
• Strong analytical mindset with experience leveraging data to drive operational improvements, customer retention, forecasting, and executive decision-making.
• Experience building executive dashboards, operational reporting, customer health models, and business review processes.
• Strong cross-functional leadership skills with the ability to influence and collaborate across Sales, Product, Engineering, Finance, and executive stakeholders.
• Hands-on experience with platforms such as Salesforce, Gainsight, Zendesk, HubSpot, or similar customer operations tooling.
• Excellent communication, organizational, and stakeholder management skills with the ability to balance strategic leadership and tactical execution

Preferred Qualifications

• Experience supporting enterprise SaaS or highly technical products and customer environments.
• Experience building or scaling global customer operations teams and programs.
• Familiarity with AI-driven customer operations, workflow automation, or digital customer success strategies.
• Experience with subscription-based revenue models, renewal forecasting, and expansion planning.
• Background in scaling Series A through pre-IPO organizations.
• Experience partnering closely with go-to-market, finance, and product organizations on strategic planning initiatives.