VP, Customer Experience

📋 Description

• Define and spearhead Breezeway’s comprehensive post-sale strategy encompassing onboarding, adoption, retention, and support.

• Establish definitive KPIs and performance frameworks associated with retention, efficiency, and customer outcomes.

• Serve as the executive representative of the customer, integrating customer insights into leadership discussions and company priorities.

• Ensure a uniform, high-quality customer experience across all interaction points.

• Lead and cultivate a multi-tiered Customer Experience (CX) organization, including senior leaders in Customer Success, Implementation, and Support.

• Adapt the organizational structure, roles, and coverage models to facilitate scalability and profitability.

• Foster a high-performance culture rooted in accountability, clarity, and continuous enhancement.

• Take ownership of net revenue retention (NRR), gross retention, and overall customer health metrics.

• Develop and expand programs that promote adoption, engagement, and long-term value realization.

• Collaborate closely with Sales to ensure seamless transitions and aligned expectations throughout the customer lifecycle.

• Engage directly with strategic accounts and significant customer situations.

• Optimize onboarding processes to minimize time-to-value and enhance activation rates.

• Standardize and scale implementation while ensuring adaptability across various customer segments.

• Enhance predictability and efficiency in onboarding delivery.

• Oversee global support operations with an emphasis on responsiveness, quality, and cost-effectiveness.

• Implement scalable support models, including tiering, self-service, and escalation management.

• Utilize AI, automation, and tools to enhance support outcomes and team productivity.

• Ensure Assist functions are well-integrated and provide measurable customer value.

• Collaborate as a core partner with Product, Sales, Marketing, and Finance to align on company priorities and execution.

• Work with Product to integrate customer insights into the roadmap and prioritization.

• Coordinate with Sales and Marketing to ensure alignment throughout the entire customer lifecycle.

• Collaborate with Finance on forecasting, capacity planning, and improving overall unit economics.

• Create scalable processes, systems, and reporting across the CX organization.

• Drive efficiency enhancements across onboarding, support, and customer success delivery.

• Establish capacity models and resource planning aligned with growth and margin targets.

• Leverage data, systems (including HubSpot), and AI to enhance visibility and improve decision-making.

⛳️ Requirements

• 10–15+ years of progressive experience in Customer Experience or Customer Success leadership within B2B SaaS, encompassing ownership of the entire post-sale lifecycle (Success, Support, and Implementation).

• Experience as the leading CX executive at a ~$20M–$100M ARR company, or a senior leader managing a comparable segment within a larger SaaS organization.

• Proven track record of scaling CX during periods of growth, including the evolution of organizational structure, processes, and operational rigor.

• Demonstrated success in enhancing NRR, retention, onboarding efficiency, and cost-to-serve, with a clear understanding of CX’s influence on profitability.

• Experience in fast-paced SMB to mid-market environments focused on scalable, repeatable processes.

• Strong operational skills with a keen attention to detail—metrics, forecasting, capacity planning, and systems (HubSpot preferred).

• Experience leading through transitions, including the introduction of new processes and performance expectations.

• Proven history of building and nurturing strong CX teams, including hiring and mentoring senior leaders.

• Comfortable engaging directly with customers during critical moments, including strategic accounts and escalations.

• Strong cross-functional collaborator with Product, Sales, Marketing, and Finance.

• Pragmatic, low-ego leader with a strong ownership mindset.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities