Vice President of Customer Experience
ConfidentialCharlotte, NC, United States- Full-time
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
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