Vice President, Customer Experience – Higher Education

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and implement a comprehensive customer experience strategy for higher education aimed at maximizing gross retention, optimizing the renewal lifecycle, and reducing preventable churn within the portfolio.

• Establish a proactive growth approach that enables the Customer Success team to identify expansion opportunities, utilize adoption insights, and collaborate with Sales to seize institutional growth prospects.

• Act as an executive sponsor to foster strong, trusted relationships with university provosts, academic leaders, IT executives, and procurement teams, aligning Honorlock’s offerings with broader institutional goals.

• Lead, mentor, and develop a commercially focused Customer Experience team, promoting a culture of meticulous account planning, operational enhancements, service improvements, market strategy, strong executive presence, and ongoing professional development.

• Collaborate with Revenue Operations to implement scalable processes, playbooks, and dashboards that improve CRM hygiene, forecast accuracy for renewals, and provide real-time insights into customer health metrics.

• Advocate for customer insights internally, working with Product, Engineering, and Marketing teams to influence roadmap priorities concerning AI, assessment quality, and accessibility.

• Lead strategic initiatives including customer storytelling, reference programs, case studies, and executive advisory boards to nurture a dedicated community of institutional advocates.

• Adapt to emerging strategic initiatives and special projects to refine our customer lifecycle design as Honorlock expands.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Operations, or a related discipline (or equivalent practical experience).

• 7+ years of experience in Customer Success, Customer Experience, Account Management, Renewals, Revenue Leadership, or similar customer-facing leadership positions.

• 5+ years of experience leading customer-facing teams, ideally within SaaS, EdTech, higher education technology, or enterprise software sectors.

• Proven track record of enhancing retention, renewals, expansion, customer health, and customer value realization.

• Strong understanding of higher education institutions, including academic leadership, procurement processes, IT functions, faculty engagement, student experiences, and institutional decision-making.

• Experience in developing scalable customer success processes, renewal strategies, account planning frameworks, and performance management systems.

• Demonstrated capability to mentor teams on executive communication, commercial dialogue, customer strategy, and proactive account management.

• Excellent cross-functional leadership abilities, with the capacity to influence Sales, Product, Support, Finance, Legal, Marketing, and Executive Leadership teams.

🏝️ Benefits

• Unlimited PTO

• Remote-first company

• Choice of company-issued laptop

• Healthcare benefits

• Company matched 401k