Vice President of Customer Experience

Vice President of Customer Experience

About the Company

Innovative provider of association management software (AMS) solutions

Industry

Computer Software

Type

Privately Held

Founded

2019

Employees

11-50

Specialties

• Business Execution Coaching
• Strategic Thinking
• Strategic Planning
• Execution Planning
• Software
• Consulting
• Quarterly Planning
• Annual Planning
• leadership development
• ceo coaching
• executive coaching
• rockefeller habits
• eos
• planning
• facilitation
• EOS
• EOS Implementation
• business framework
• strategy
• BHAG
• ceo
• ceo coaching
• chief executive officer
• and ceo community

About the Role

The Company is in search of a Vice President of Customer Experience to take the helm of its post-sale customer journey. This pivotal role involves leading and scaling four core departments : onboarding, support, customer success, and ongoing services. The successful candidate will be tasked with ensuring that customers are not only set up for success but also consistently achieving value on the platform. This includes responsibilities such as leading a high-performing team, building and executing a customer experience strategy, owning key customer metrics, and partnering with sales and product teams to drive revenue through renewals and upsells.

Candidates for the Vice President of Customer Experience position at the company should have a minimum of 7 years' experience in leading customer-facing functions within the enterprise or mid-market B2B SaaS sector. A proven track record in driving customer outcomes across onboarding, support, and customer success is essential. The role requires a leader with a deep empathy for customers, a passion for improving their experience, and a data-driven approach to performance management. Experience with complex onboarding processes, multi-module enterprise software, and a background in API-based products is highly valued. The ideal candidate will be a self-starter, adept at building and scaling customer organizations, and possess a collaborative leadership style with strong cross-functional communication skills.

Hiring Manager Title

CEO

Travel Percent

Less than 10%

Functions