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VP, Customer Experience
Full-Time
For our client, we are seeking a VP Customer Experience to join the team of a leader in the Consumer Technology space. This role will lead operational priorities where safety, quality, compliance, and execution discipline are central to success. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a technology-driven environment.
Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $120,000 – $180,000 annually
Responsibilities
Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $120,000 – $180,000 annually
Responsibilities
- Define and lead the company’s post-sale strategy across onboarding and support
- Establish KPIs tied to retention and customer outcomes
- Develop a multi-layered CX organization and drive high-performance culture
- Own net revenue retention and customer health metrics
- Optimize onboarding processes to improve activation rates
- Oversee global support operations with a focus on quality and efficiency
- Collaborate with Product, Sales, and Marketing for aligned execution
- 10-15+ years in Customer Experience or Customer Success leadership within B2B SaaS
- Experience as top CX leader at a company with $20M-$100M ARR
- Proven track record of scaling Customer Experience through growth
- Demonstrated success in improving net revenue retention and onboarding efficiency
- Strong operational expertise in metrics, forecasting, and capacity planning
- Remote-first work environment with a diverse team across the globe
- Opportunities for professional development and career growth
- Inclusive company culture promoting work-life balance
- Flexibility in work hours to accommodate diverse schedules