Vice President, Customer Experience

Vice President, Customer Experience About the Company Acclaimed software development organization IndustryComputer Software TypePrivately Held, VC-backed Founded2015 Employees201-500 Funding$51-$75 million Categories ComputerCustomer ServiceE-CommerceSoftwareInformation Technology & ServicesComputer ProgrammingProfessional ServicesComputersTechnology Specialties ecommercecustomer supportonline storecustomer experiencehelp desklive chatorder managementcustomer support automationecommerce automationshared inboxhelp centerknowledge baseemailsmscustomer servicesaassocial mediaomnichannel supportshopify storeand cloud About the Role The Company is seeking a VP of Customer Experience to lead its CX organization, which includes Customer Success, Scaled Success, and Education teams. The successful candidate will be responsible for developing and executing strategies that enhance customer retention, drive product adoption, and fuel account growth. This role requires a strategic vision for a growing CX team, expertise in service model innovation, and a customer-centric approach to deliver exceptional experiences. The VP of CX will also be tasked with establishing and monitoring key performance indicators, serving as the voice of the customer within the organization, and ensuring that customer insights inform product development, marketing, and sales strategies. Applicants for the VP of Customer Experience position at the company should have a minimum of 10 years' experience in customer experience roles within the SaaS industry, with at least 5 years in a leadership capacity. A background in the AI industry and B2B SaaS, particularly with a track record of leading teams at companies achieving $100M+ ARR, is essential. The role demands a leader with strong analytical skills, a proven ability to motivate teams through change, and a focus on innovation to optimize processes and maintain high levels of customer satisfaction. The ideal candidate will have a deep understanding of customer needs and challenges, and be adept at leveraging data-driven insights to inform decision-making and implement process improvements. Hiring Manager TitleChief Revenue Officer (CRO) Travel PercentLess than 10% Functions Sales/RevenueAccount Management/Optimization

Created: 2025-01-30