Vice President of Customer Experience

The Company is seeking a Vice President of Customer Experience to lead its customer-facing functions, including Customer Success, Onboarding, and Support. The role will establish scalable ways to understand and engage customers, use data and automation to improve the customer journey, and turn customer insights into actionable input for product and business decisions. Responsibilities include building relationships with strategic customers, monitoring performance across retention, adoption, customer health, and engagement, and collaborating across teams to improve customer outcomes. The leader will also set direction and priorities for team leads and continually evolve how customer services create value. Candidates should have experience leading Customer Success, Customer Experience, or broader customer services in a B2B SaaS or similar environment. Strong product and systems thinking, a record of scaling customer engagement, and an interest in applying technology, automation, and AI are important. The role also calls for commercial understanding of retention, churn, adoption, and expansion; the ability to combine quantitative and qualitative insights; and strong communication and cross-functional collaboration skills. Experience in product development or implementing automation and self-service solutions is an advantage.