Vice President, Customer Experience and Success Full Time NEW

This executive leadership role is responsible for shaping and scaling the entire post-sale customer journey across multiple service motions in a fast-growing SaaS environment. You will define and operationalize a customer-first strategy spanning high-touch enterprise success, digital customer success at scale, technical account management, and customer education programs. The role requires a leader who can balance strategic vision with operational execution across both relationship-driven and technology-enabled customer models. You will drive measurable improvements in retention, expansion, and product adoption while ensuring a consistent, high-quality customer experience. Working closely with senior leadership, you will influence company-wide decisions that connect customer outcomes to business performance. This is a highly cross-functional role where you will build systems, teams, and processes that scale across tens of thousands of customers. It is ideal for a leader who thrives in complex environments where human engagement and AI-driven automation must work in harmony.

Accountabilities

• Define and lead the end-to-end customer experience strategy across Named Customer Success, Digital CS at Scale, Technical Account Management, and Customer Education functions.
• Own retention, expansion, and churn reduction outcomes across enterprise, mid-market, and high-volume customer segments.
• Oversee both high-touch enterprise relationships and large-scale digital customer success motions, ensuring each operates effectively within its distinct model.
• Guide the development of AI-enabled and automation-driven customer success systems to improve efficiency, engagement, and scalability.
• Lead and align cross-functional teams including Customer Success Directors, TAMs, and Customer Education leaders to ensure unified execution.
• Build and maintain executive relationships with key enterprise customers, acting as a senior sponsor for strategic accounts.
• Establish performance frameworks, metrics, and reporting structures that connect customer success outcomes to overall business objectives.
• Drive the development and launch of scalable customer education and enablement programs integrated with retention and adoption goals.
• Partner with product, engineering, and marketing teams to surface customer insights and influence roadmap priorities.

Requirements

• 10+ years of experience in Customer Success, with at least 3-5 years in a VP or equivalent leadership role managing multi-function CS organizations.
• Proven experience leading both high-touch enterprise customer success and scaled, technology-enabled or digital CS motions.
• Strong track record of improving retention, reducing churn, and driving net revenue retention in SaaS environments.
• Experience building or integrating customer education, training, or enablement programs is highly valued.
• Strong understanding of SaaS economics, particularly in SMB and mid-market, high-volume account environments.
• Ability to translate data into actionable strategies, including churn analysis, root cause identification, and intervention design.
• Demonstrated leadership in building scalable systems, processes, and team structures that support growth.
• Comfort working with AI-driven tools and automation as enablers of customer success transformation.
• Strong executive presence with the ability to influence senior stakeholders and communicate strategic insights clearly.
• Proven ability to coach, develop, and hold teams accountable in a high-performance environment.

Benefits

• Competitive base salary range: $190,000 – $230,000 per year (DOE).
• Comprehensive benefits package including medical, dental, and vision coverage.
• Health Savings Account (HSA) with employer contributions.
• 401(k) plan with employer match and immediate vesting.
• Paid time off including vacation, holidays, sick days, volunteer days, and personal days.
• Employee Stock Purchase Plan.
• Flexible spending accounts for medical, dependent care, and transportation.
• Company-paid short-term and long-term disability and life insurance.
• Tuition reimbursement and ongoing professional development support.
• Employee discount program and additional perks.
• Hybrid/remote flexibility with required periodic travel for leadership meetings, conferences, and strategic customer engagement.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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