- Company Name
- Maximizer
- Job Title
- Vice President of Customer Experience
- Job Description
-
Job Title: Vice President of Customer Experience
Role Summary: Lead global post‑sales organization, shaping end‑to‑end customer journey to drive adoption, retention, and revenue growth. Own strategy, execution, and performance across Customer Success, Renewals, Professional Services, and Support.
Expectations: • Establish a customer‑centric vision aligned with company goals. • Deliver measurable outcomes (NPS, CSAT, renewal, expansion). • Scale high‑performance cross‑functional teams. • Act as executive‑level advocate for customer voice.
Key Responsibilities:
- Define and implement cohesive CX strategy.
- Lead and mentor Customer Success, Renewals, Professional Services, and Support teams.
- Champion process, product, and culture improvements to enhance satisfaction.
- Set and track key metrics (NPS, CSAT, retention, expansion, time‑to‑value, support response/resolution).
- Drive customer health, proactive renewals, and expansion.
- Engage C‑suite customers for retention and expansion initiatives.
- Partner with Product & Sales for seamless handoffs and data‑driven forecasting.
- Oversee onboarding, training, consulting, and implementation to ensure rapid time‑to‑value.
- Build repeatable delivery methodologies and profitability targets.
- Lead support organization to deliver world‑class service, reduce response times, and leverage AI.
- Collaborate with Product, Engineering, Marketing, Finance, and GTM on roadmap and resource planning.
Required Skills:
- 15+ years in B2B SaaS CX leadership (Success, Services, Support, Renewals).
- Proven track record scaling multi‑disciplinary CX teams in mid‑market or scaling tech companies.
- Deep knowledge of customer lifecycle, adoption frameworks, and renewal/expansion levers.
- Strong business acumen and ability to balance customer outcomes with commercial goals.
- Executive communication, cross‑functional collaboration, and people‑leadership skills.
- Proficiency with CRM, Zendesk, and modern CX tech stacks.
Required Education & Certifications:
- Not specified.