VP, Customer Experience

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

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

• Establish clear KPIs and performance metrics linked to retention, efficiency, and customer outcomes.

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

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

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

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

• Foster a high-performance culture based on accountability, clarity, and ongoing improvement.

• Oversee net revenue retention (NRR), gross retention, and overall customer health metrics.

• Develop and scale initiatives that enhance adoption, engagement, and long-term value realization.

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

• Directly engage with strategic accounts and high-impact customer situations.

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

• Standardize and scale implementation while ensuring flexibility across customer segments.

• Enhance predictability and efficiency in onboarding delivery.

• Supervise global support operations with an emphasis on responsiveness, quality, and cost efficiency.

• 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 providing measurable customer value.

• Collaborate closely with Product, Sales, Marketing, and Finance to align on corporate priorities and execution.

• Partner with Product to embed customer insights into the roadmap and prioritization process.

• Work with Sales and Marketing to maintain alignment throughout the entire customer lifecycle.

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

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

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

• Create capacity models and resource planning that align with growth and margin targets.

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

⛳️ Requirements

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

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

• Proven history of scaling CX through periods of growth, including evolving 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 dynamic SMB to mid-market environments with a focus on scalable, repeatable actions.

• Strong operator who is comfortable with the details—metrics, forecasting, capacity planning, and systems (HubSpot preferred).

• Proven experience leading through change, including the introduction of new processes and performance expectations.

• Track record of building and developing robust CX teams, including the hiring and coaching of 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 mentality.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities