Vice President, Customer Experience

📋 Description

• Lead Customer Success, Customer Support, and Advisory/Delivery teams toward a unified, product-led
• Design and implement a customer lifecycle framework covering onboarding, value realization
• Establish Customer Success as primary relationship owner across the lifecycle; coordinate with
• Own customer retention and account health; partner with Account Management on renewals/expansion.
• Develop a more technical, consultative CX organization with stronger technical profiles and
• Oversee delivery of professional and energy-related services toward a tech-enabled advisory model.

🎯 Requirements

• 10+ years in leadership within B2B SaaS, technology, or complex B2B services.
• Experience leading large-scale organizations (100+ employees) with substantial operational
• Proven ability to transform organizations into technical, consultative, customer-centric functions.
• Experience designing lifecycle/journey-based operating models with segmentation, health scoring
• Track record of owning retention and net revenue retention; partner with commercial teams on
• Experience integrating/advisory/support functions within a Customer Success org; strong executive

🎁 Benefits

• Target compensation: $160,425–$287,375; final amount based on skills/location.
• Competitive bonus and benefits package.
• Fully remote-first culture; work anywhere in the United States with reliable internet.
• Flexible PTO; 11 paid holidays; paid sick leave; bereavement and caregiver leave; parental bonding
• Insurance coverage for employees and dependents; volunteer and professional development days.
• Opportunity to lead a major transformation in a technology-driven energy-focused organization.