VP, CX Operations

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

📋 Description

• Lead the development of a cross-functional Customer Experience (CX) operational strategy, ensuring alignment between Customer Success, Professional Services, and Support to focus on unified retention, expansion, and customer satisfaction key performance indicators (KPIs).

• Create, standardize, and enhance comprehensive customer journey processes to remove operational barriers and boost gross/net retention efficiency.

• Spearhead the design, integration, and performance roadmap for the CX technology ecosystem in collaboration with the CIO team.

• Implement robust CX data analytics and executive reporting that encompasses customer health, churn risks, product adoption, and factors driving pipeline retention.

• Supervise capacity planning, resource allocation, and compensation/incentive operations across customer-facing post-sales teams.

• Develop and guide a high-performing operations team leveraging AI and automation.

• Coordinate strategies and implementation plans with Revenue Operations leadership to enhance Net Retention and Annual Recurring Revenue (ARR) growth.

⛳️ Requirements

• Over 10 years of operational leadership in Customer Experience, Revenue Operations, Customer Success, or Go-To-Market Strategy within a rapidly growing B2B enterprise SaaS environment.

• A proven history of scaling global CX operations and providing direct support to C-level executive leadership.

• Extensive knowledge in customer health scoring, churn prediction models, capacity planning, and post-sales retention strategies.

• Demonstrated experience in managing and modernizing intricate CX technology stacks.

• Outstanding analytical skills, capable of transforming complex customer data into clear strategic insights and recommendations for executive-level decision-making.

• Bachelor’s degree or equivalent practical experience.

🏝️ Benefits

• Flexible, collaborative work environment.

• Employee Resource Groups.

• Regular company and team bonding events.

• Competitive benefits and perks.

• Global volunteering and community initiatives.

• Generous paid time off (PTO) and holiday schedule.

• Parental leave.

• Progressive healthcare options.

• Retirement programs.

• Opportunities for education reimbursement.

• Commuter offset available in specific locations.