Vice President - Customer Experience - SaaS

Description:

Vice President Customer Experience

Responsibilities:

- Own the end-to-end postgo-live customer experience across all Clients, ensuring customers continuously realize value from the platform.

- Lead the Customer Experience and Account Management function for enterprise clients, driving long-term adoption, satisfaction, and retention.

- Oversee Technical Account Management (TAM) and Technical Support teams to deliver a consistent, high-quality customer experience.

- Build and maintain strong executive relationships with key client stakeholders, acting as a trusted partner and escalation point.

- Proactively engage with enterprise customers to anticipate issues, improve customer health, and ensure predictable operations.

- Drive process and system improvements to track customer health, enhance operational efficiency, and improve customer outcomes.

- Collaborate cross-functionally to align internal teams with customer priorities and strategic goals.

- Scale customer success operations through data-driven decision-making and operational excellence.

Skills:

- 12 to 18 years of experience in Customer Experience, Account Management, Service Delivery, or Operations within a SaaS or technology environment.

- Proven experience leading large customer-facing teams serving enterprise clients.

- Strong ability to build and manage senior stakeholder relationships in high-value customer environments.

- Demonstrated experience in driving operational improvements and solving complex customer challenges.

- Highly data-driven with strong analytical and problem-solving capabilities.

- Strong ownership mindset with the ability to drive outcomes independently.

- Ability to influence cross-functional teams and align internal stakeholders.

- Experience with enterprise SaaS implementations, CX technologies, CRM platforms, or workflow automation is preferred.

- Experience managing multi-geography customer service or account management teams is a plus.