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 receive the necessary support to consistently achieve value on the platform. Key responsibilities include 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. The role demands a leader with a proven track record in enterprise or mid-market B2B SaaS, particularly in complex onboarding processes and multi-module enterprise software. The ideal candidate for the Vice President of Customer Experience position at the company will have a minimum of 7 years' experience in leading customer-facing functions within the B2B SaaS industry. A strong background in driving customer outcomes across onboarding, support, and customer success is essential, with experience in API-based products and technical service work being a plus. The role requires a leader with a collaborative, data-driven, and action-oriented mindset, who can demonstrate a history of building high-performing teams and scaling customer organizations. The candidate should be a self-starter, with deep empathy for customers, and a passion for continuously improving their experience. Responsibilities also include process optimization, championing customer needs, and ensuring operational excellence through the use of metrics and KPIs. Hiring Manager Title CEO Travel Percent Less than 10% Functions Marketing