VP of Customer Experience

📋 Description

• Build and lead CX across Implementation, CS, and Support.
• Design scalable implementation motion to reduce time-to-value.
• Build a high-performing account management team with clear ownership.
• Establish a modern, AI-first support model delivering value at scale.
• Align CX with growth goals: retention, expansion, LTV.
• Scale the CX function with processes and teams.

🎯 Requirements

• 10–15+ years in SaaS Implementation or Customer Success
• Experience in manufacturing/industrial environments
• Proven people leadership and coaching of multi-site teams
• Built scalable playbooks, operating cadences, and processes
• Strategic and operational; drives retention and expansion
• Data-driven with KPIs and dashboards

🎁 Benefits

• Medical, dental, and vision coverage
• 401(k) program
• Generous PTO and paid holidays
• Annual bonus opportunity
• L&D stipend for learning and development
• Incentive pay for eligible roles