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 set team direction and build scalable ways to understand and engage customers as their needs evolve. Responsibilities include using customer insights and performance metrics to improve retention, adoption, engagement, and overall experience; identifying opportunities for automation; and strengthening collaboration between customers and Product. The VP will also maintain relationships with strategic customers and bring the customer perspective into decisions across the business. 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 data-driven approach, and the ability to scale customer engagement beyond primarily one-to-one interactions are essential. Applicants should understand SaaS metrics and the factors influencing retention, churn, adoption, and expansion, and be skilled at communicating and collaborating across teams. Experience with product development, AI, automation, or self-service solutions is an advantage.