What is this role all about?

As the Vice-President - Customer Experience, you will own the end-to-end post-go-live customer experience across all of company accounts. You will ensure clients realize continuous value from company by driving strategic account management, building strong executive relationships, and enabling ongoing product adoption. This role exists to ensure customer success at scale through proactive problem-solving, operational excellence, and data-driven decision-making.

Sounds interesting ?

Here's a more detailed description of what you will do in this role:

You will lead and manage the entire post-go-live customer experience and account management function, ensuring enterprise clients realize continuous value from company

- You will oversee company's Technical Account Management (TAM) and Technical Support teams, enabling them to deliver high-quality, consistent customer experience across all accounts.

- You will drive customer delight by engaging proactively with senior client stakeholders and ensuring predictable customer operations.

- You will build and manage multi-level stakeholder relationships within enterprise customers, acting as their strategic partner and point of escalation.

- You will drive system improvements aimed at tracking and improving customer health, driving customer outcomes and improving operational efficiency, influencing internal and external stakeholders as needed.

This is a Bangalore-based role. We work five days a week from the office, as we believe in person interactions fuel innovation and agility.

What does success look like in this role?

You ensure high customer satisfaction, reduced escalations, strong executive relationships, and a customer experience organization that consistently delivers measurable value and scale.

What would make you a good fit for this role?

Here are the basic requirements:

- You have 12-18 years of experience in customer experience, account management, service delivery, or operations within a SaaS or technology environment.

- You have experience leading large customer-facing teams serving enterprise customers.

- You have a track record of driving process improvements and solving complex operational challenges.

What are the most critical skills for this role?

- You demonstrate initiative, ownership, and the ability to drive outcomes without constant guidance.

- You are confident in managing senior stakeholders and navigating high-value, high impact client relationships.

- You are data-oriented, have strong problem-solving skills, and can break down complex issues into actionable solutions.

- You can influence internal stakeholders by aligning solutions and strategic priorities.

You will have an advantage if you:

- I have experience working in the SaaS enterprise with large-scale implementations.

- Have led multi-geography customer service delivery teams.

- Are familiar with CX technologies, CRM platforms, or workflow automation products.

- Have led account management orgs during periods of rapid growth.

Why should you be interested?

Here's what you will gain from this role:

- A front-seat view to a SaaS organization as it transitions to a primarily AI-based product suite

- The ability to enable tangible improvements in customer outcomes through data, technology, and operational excellence.

- Exposure to clients across diverse industries and complex enterprise environments.