Vice President of Customer Experience Greater Washington D.C. Area

The Company is in search of a strategic Vice President of Customer Experience to lead the operational foundation of its customer experience organization. The successful candidate will be responsible for overseeing the systems, processes, analytics, and cross-functional programs that support the full customer lifecycle, from pre-sales to account management. This role requires a leader with a blend of strategic thinking, operational rigor, and customer-centricity, who can partner with various teams to ensure a seamless, high-quality experience for customers while enabling the business to scale efficiently. Key responsibilities include owning and optimizing operational processes, building and scaling customer operations infrastructure, establishing key customer metrics, and driving operational alignment between pre-sales and post-sales teams. Applicants for the Vice President of Customer Experience role at the company should have a minimum of 10 years' experience in customer operations, customer success operations, account management, or related leadership roles within SaaS, cloud, or hyper-growth technology companies. The ideal candidate will have a proven track record in building scalable operational frameworks, systems, and processes, and a strong analytical mindset for leveraging data to drive operational improvements. Strong cross-functional leadership skills and hands-on experience with customer operations tooling are essential. Preferred qualifications include experience with enterprise SaaS products, global customer operations, and AI-driven customer operations strategies. The role offers the opportunity to shape and scale the customer organization, with a direct impact on customer experience, retention, and company growth.

Hiring Company

Antithesis