Absolute Security
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Talent Acquisition Leader | Empathic Leader | Consultative Hiring Partner | High-Growth & Scalable Recruiting Strategies Vice President, Customer Experience
As a critical part of Absolute Security’s leadership team, the
Vice President, Customer Experience (“VP”)
is principally responsible for driving broad adoption of Absolute portfolio of products and services, while driving customer retention and growing customer lifetime value. The role provides overall leadership for multiple customer functions – including Customer Success, Customer Programs, and Customer Support. This role includes strategic leadership and functional management of a global team.
As an innovative and collaborative leader, the VP will define the customer journey and develop programs to accelerate product adoption and expansion throughout the journey. You will be responsible for Absolute’s customer satisfaction (NPS) and will contribute directly to gross retention and net retention, amongst other key metrics.
Acting as the Voice of Customer, you will participate in meetings with leadership across the Sales, Marketing and Product organizations, providing insights on customer blockers and drivers, to deliver impactful feedback.
What You’ll Do
Building and enhancing key customer programs, aligned to growth strategy, product enhancements, company campaigns, or acquisitions
Championing a customer-first culture, ensuring every interaction strengthens loyalty and retention
Managing, operating, and scaling the customer success, professional services, managed services, customer programs, and customer/technical support, ensuring seamless onboarding, adoption, and long‑term retention and growth
Reviewing our customer experience strategy to enhance the overall customer lifecycle
Reviewing, enhancing, and communicating key operational processes for customer workflows with cross‑department business leaders
Creating a growing professional services / consulting practice, aligned to industry‑leading metrics and operating principles, and augmented by partner‑driven services
Driving AI initiatives, leveraging automation and AI‑driven analytics to improve efficiency
Building strong internal and external relationships, acting as a trusted advisor to help clients achieve business goals
Conducting regular business reviews to align on performance, outcomes, and future opportunities
Managing the strategy, to review, replace or launch key systems and tools across the department
Tracking and maintaining customer metrics, including health scores, customer adoption, NPS, NDR, and retention rates
Maintaining a data‑driven approach, using customer insights to drive decisions
Driving proactive outreach strategies to maximize customer value
Managing and mentoring the segment leaders, handling critical escalations and department career development
Facilitating cross‑functional coordination within and outside the department, to communicate key initiatives/projects, resolve any issues, and ensure overall alignment
Supporting escalation management processes to effectively handle critical customer issues
Working closely with cross‑functional leaders to define the ideal customer journey, value delivery methodology, and operational models
Building and leading a high‑performing global team
Ensuring optimal customer segmentation, refining customer programs and engagement models
Maintaining a robust customer feedback loop, leveraging insights to inform the product roadmap, support processes, and customer experience improvements
Protect the security and privacy of Absolute and its customers
What You’ll Bring
10+ years’ experience in Customer Experience leadership for an enterprise SaaS organization
Experience leading Customer Experience and/or Customer Success in an organization with a multi‑product portfolio, with focus on customer expansion and growth
Strong track record expanding customer accounts and relationships
Experience designing and/or enhancing customer community‑oriented programs
Expert‑level knowledge of industry‑leading customer management models
Experience operating a healthy services and/or consulting practice
Innate knowledge of customer success and support KPIs
Strong technical aptitude/orientation, showing an ability to understand key product offerings and use cases
Demonstrable business acumen and experience with support/success budgeting models
Strong track record in customer management, including executive escalation management
Previous experience coaching business unit leaders
Preference will be given to candidates with a cybersecurity background
Why Work For Us You’re resilient and passionate about securing the Work from Anywhere era. So are we.
We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top‑tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.
Headquartered in Seattle, Washington with international offices in Vancouver – BC, Austin – TX, Ankeny – IA, Reading – UK and Ho Chi Minh City – Vietnam, Absolute Security accelerates customers’ shift to work‑from‑anywhere through the industry’s first self‑healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self‑healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.
Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 Recognized Absolute as a Leader in the Summer 2025 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel
Seniority level Executive
Employment type Full‑time
Job function Customer Service
Industries Computer and Network Security
Referrals increase your chances of interviewing at Absolute Security by 2x
Get notified about new Vice President Customer Experience jobs in Greater Seattle Area.
#J-18808-Ljbffr
Direct message the job poster from Absolute Security
Talent Acquisition Leader | Empathic Leader | Consultative Hiring Partner | High-Growth & Scalable Recruiting Strategies Vice President, Customer Experience
As a critical part of Absolute Security’s leadership team, the
Vice President, Customer Experience (“VP”)
is principally responsible for driving broad adoption of Absolute portfolio of products and services, while driving customer retention and growing customer lifetime value. The role provides overall leadership for multiple customer functions – including Customer Success, Customer Programs, and Customer Support. This role includes strategic leadership and functional management of a global team.
As an innovative and collaborative leader, the VP will define the customer journey and develop programs to accelerate product adoption and expansion throughout the journey. You will be responsible for Absolute’s customer satisfaction (NPS) and will contribute directly to gross retention and net retention, amongst other key metrics.
Acting as the Voice of Customer, you will participate in meetings with leadership across the Sales, Marketing and Product organizations, providing insights on customer blockers and drivers, to deliver impactful feedback.
What You’ll Do
Building and enhancing key customer programs, aligned to growth strategy, product enhancements, company campaigns, or acquisitions
Championing a customer-first culture, ensuring every interaction strengthens loyalty and retention
Managing, operating, and scaling the customer success, professional services, managed services, customer programs, and customer/technical support, ensuring seamless onboarding, adoption, and long‑term retention and growth
Reviewing our customer experience strategy to enhance the overall customer lifecycle
Reviewing, enhancing, and communicating key operational processes for customer workflows with cross‑department business leaders
Creating a growing professional services / consulting practice, aligned to industry‑leading metrics and operating principles, and augmented by partner‑driven services
Driving AI initiatives, leveraging automation and AI‑driven analytics to improve efficiency
Building strong internal and external relationships, acting as a trusted advisor to help clients achieve business goals
Conducting regular business reviews to align on performance, outcomes, and future opportunities
Managing the strategy, to review, replace or launch key systems and tools across the department
Tracking and maintaining customer metrics, including health scores, customer adoption, NPS, NDR, and retention rates
Maintaining a data‑driven approach, using customer insights to drive decisions
Driving proactive outreach strategies to maximize customer value
Managing and mentoring the segment leaders, handling critical escalations and department career development
Facilitating cross‑functional coordination within and outside the department, to communicate key initiatives/projects, resolve any issues, and ensure overall alignment
Supporting escalation management processes to effectively handle critical customer issues
Working closely with cross‑functional leaders to define the ideal customer journey, value delivery methodology, and operational models
Building and leading a high‑performing global team
Ensuring optimal customer segmentation, refining customer programs and engagement models
Maintaining a robust customer feedback loop, leveraging insights to inform the product roadmap, support processes, and customer experience improvements
Protect the security and privacy of Absolute and its customers
What You’ll Bring
10+ years’ experience in Customer Experience leadership for an enterprise SaaS organization
Experience leading Customer Experience and/or Customer Success in an organization with a multi‑product portfolio, with focus on customer expansion and growth
Strong track record expanding customer accounts and relationships
Experience designing and/or enhancing customer community‑oriented programs
Expert‑level knowledge of industry‑leading customer management models
Experience operating a healthy services and/or consulting practice
Innate knowledge of customer success and support KPIs
Strong technical aptitude/orientation, showing an ability to understand key product offerings and use cases
Demonstrable business acumen and experience with support/success budgeting models
Strong track record in customer management, including executive escalation management
Previous experience coaching business unit leaders
Preference will be given to candidates with a cybersecurity background
Why Work For Us You’re resilient and passionate about securing the Work from Anywhere era. So are we.
We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top‑tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.
Headquartered in Seattle, Washington with international offices in Vancouver – BC, Austin – TX, Ankeny – IA, Reading – UK and Ho Chi Minh City – Vietnam, Absolute Security accelerates customers’ shift to work‑from‑anywhere through the industry’s first self‑healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self‑healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.
Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 Recognized Absolute as a Leader in the Summer 2025 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel
Seniority level Executive
Employment type Full‑time
Job function Customer Service
Industries Computer and Network Security
Referrals increase your chances of interviewing at Absolute Security by 2x
Get notified about new Vice President Customer Experience jobs in Greater Seattle Area.
#J-18808-Ljbffr