VP of Customer Experience

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

📋 Description

• Reports to: SVP Success, Support & Enablement

• Lead a global, multi-tier Technical Support organization dedicated to delivering high-quality, omnichannel support experiences.

• Drive operational excellence by utilizing rigorous metrics (CSAT, CES, deflection, FRT, FCR, utilization, cost-to-serve).

• Enhance and optimize self-service and hybrid experiences, AI-assisted support workflows, and automated troubleshooting solutions.

• Manage Customer Enablement initiatives, including onboarding programs (in collaboration with VP Solution Success), learning pathways, curriculum design, certification, and scalable educational experiences.

• Direct Field Enablement to ensure that Customer Success Managers (CSMs), Solution Success teams, Support Engineers, and other supporting teams possess the skills, messaging, and tools necessary to foster adoption and deliver value.

• Develop a digital-first experience strategy that leverages automation, in-product guidance, campaigns, webinars, and AI-driven journeys.

• Collaborate with Product, Marketing, and Customer & Solution Success teams to create cohesive digital programs that minimize friction and expedite time-to-value.

• Lead the strategic direction for our online customer community, promoting user-led engagement, best practice sharing, thought leadership, and peer-to-peer problem-solving.

• Oversee customer communications including release notes, product updates, incident reports, migrations, and lifecycle messaging.

• Define and implement a unified Customer Experience (CX) operating model that emphasizes simplicity, consistency, and scalability.

• Build a high-performing, diverse global team with strong leadership at all levels.

⛳️ Requirements

• 15+ years of experience in Customer Experience, Support, Enablement, or related SaaS leadership roles.

• Proven success in managing large-scale, multi-channel support organizations and/or digital CX programs.

• Demonstrated expertise in customer education, learning design, and field readiness.

• Experience in building and scaling vibrant online communities.

• Strong background in customer communications, preferably within SaaS or complex product environments.

• In-depth knowledge of digital engagement, automation, AI-powered support, and scalable success strategies.

• Strong operational acumen with the ability to create processes, systems, and operating rhythms that can scale effectively.

• Highly empathetic leader with exceptional communication skills, executive presence, and the ability to influence cross-functionally with Product, Engineering, Marketing, and Business Technology leaders.

• A passion for creating simple, intuitive experiences that enable customers to realize value quickly.

🏝️ Benefits

• A discretionary bonus typically paid annually

• Restricted Stock Units granted at the time of hire

• 401(k) match and a comprehensive employee benefits package