Vice President of Customer Experience

To lead the transformation of customer success and advisory teams, the full-time remote Vice President of Customer Experience will oversee the development of a customer lifecycle operating model, ensuring a cohesive and consultative approach to client relationships while integrating advanced AI tools and technologies. Key responsibilities Oversee customer success and advisory/delivery teams, guiding their evolution towards a customer-centric, product-focused model Design and implement the customer lifecycle operating model, including customer archetypes and recovery strategies Establish a single relationship owner for each customer, ensuring consistent contact throughout the customer journey Required qualifications 10+ years of leadership experience in customer success or customer experience within B2B SaaS or services Proven track record of transforming operational teams into technical, consultative leaders Experience in designing and implementing customer lifecycle operating models and health scoring systems Demonstrated accountability for retention and net revenue retention (NRR) metrics Ability to integrate service delivery functions into a customer success organization effectively