Senior Vice President of Customer Experience

Job description

Accountabilities: Define and execute the global customer strategy across Professional Services, Customer Care, Customer Success, and Customer Enablement, with accountability for adoption, retention, expansion, customer ROI, and Net Revenue Retention (NRR). Lead and evolve a unified global delivery model spanning core CCaaS and AI/agentic solutions, including scalable Agentic Delivery and Forward Deployed capabilities. Establish repeatable, efficient deployment methodologies that improve consistency, accelerate time-to-value, and support increasingly complex enterprise AI implementations. Act as a catalyst for organizational and technological transformation as AI and agentic capabilities become increasingly central to the product portfolio. Partner directly with Product and Engineering executives to translate customer deployment experiences, technical challenges, and field feedback into actionable product roadmap priorities. Own the overall performance and strategic direction of the Customer Experience organization, making enterprise-wide decisions that support long-term growth and profitability. Manage and optimize multi-million-dollar global budgets across customer-facing functions while balancing revenue objectives, gross margins, operational efficiency, and customer outcomes. Serve as an executive sponsor for major strategic accounts, maintaining direct relationships with C-suite and board-level stakeholders and engaging regularly with customers to understand their priorities and challenges. Collaborate closely with Sales, Revenue, Product, and Marketing leadership to align pre-sales expectations, ensure effective customer handoffs, support retention, and identify expansion opportunities. Build and scale high-performing global teams by recruiting, developing, retaining, and succession-planning world-class leaders and practitioners. Foster a culture of accountability, transparency, inclusion, continuous improvement, and AI fluency across a large, distributed organization. Provide executive mentorship and strategic direction while ensuring strong operational execution across multiple customer-facing disciplines. Requirements 15+ years of progressive leadership experience in Customer Experience, Customer Success, Professional Services, or related functions within global SaaS or cloud enterprise environments. At least 5 years of experience in a senior executive leadership position at the VP or SVP level. Demonstrated success leading large, distributed, multi-tiered global organizations, ideally with responsibility for 200+ employees. Strong technical foundation and the ability to lead highly technical customer delivery organizations while engaging credibly with Product and Engineering executives. Deep understanding of enterprise architecture, integrations, complex deployments, AI solutions, Generative AI, LLMs, and agentic frameworks. Strong knowledge of contact center technologies and operations, including CCaaS and/or UCaaS, enterprise software implementations, and customer retention strategies. Proven experience designing and scaling complex global delivery models across multiple products, technologies, and customer segments, including technical and Forward Deployed delivery approaches. Demonstrated ability to drive measurable customer outcomes, adoption, retention, expansion, and NRR in enterprise environments. Strong financial and operational management capabilities, including ownership of significant budgets, revenue objectives, gross margins, and efficiency initiatives. Exceptional executive presence, communication, persuasion, and C-suite negotiation skills, with the ability to translate complex technical and operational concepts into compelling business value. Strong analytical and strategic decision-making abilities, with a track record of resolving complex organizational, operational, and deployment challenges. Excellent cross-functional leadership skills and the ability to build alignment among Sales, Revenue, Product, Engineering, Marketing, and customer-facing organizations. A bachelor's degree is required; a master's degree or MBA is highly preferred. Demonstrated ability to develop and retain high-performing leadership teams while creating an inclusive, transparent, and accountable culture. Strong customer orientation and willingness to maintain a visible executive presence with strategic enterprise customers and senior stakeholders. Benefits Compensation: $265,000–$400,000 OTE pay range. Long-term incentives: Eligibility for equity-based long-term incentives depending on level and role. Short-term incentives: Eligibility for bonus or commission opportunities depending on role and level. Healthcare: Medical, dental, and vision insurance. Financial protection: Life and disability insurance. Retirement: 401(k) plan. Employee support: Employee Assistance Program (EAP). Paid time off: Uncapped PTO for exempt employees, subject to manager approval and business needs. Paid holidays: 14 company-paid holidays annually. Sick leave: Paid sick time and applicable accrual-based leave programs, subject to role and employment status. Work environment: An inclusive, collaborative environment that encourages innovation, autonomy, transparency, and meaningful impact. Career opportunity: Executive-level ownership of a global customer organization with significant influence over AI transformation, enterprise delivery, and customer growth. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Vice President of Customer Experience based in the United States. As Senior Vice President of Customer Experience, you will define and execute a global post-sales strategy designed to accelerate customer value, retention, adoption, and sustainable growth.You will lead a large, distributed organization spanning Professional Services, Customer Support, Customer Success, and Customer Enablement.The role combines executive leadership with hands-on ownership of global delivery models across enterprise cloud, contact center, AI, and agentic solutions.You will scale repeatable delivery and Forward Deployed capabilities to improve consistency, accelerate time-to-value, and demonstrate measurable customer ROI.Working closely with Product, Engineering, Sales, Revenue, and Marketing leaders, you will turn customer insights into product and go-to-market improvements.You will engage directly with strategic enterprise customers and senior executives while managing significant budgets, operational performance, and organizational growth.This is a high-impact opportunity to shape a global customer organization at the intersection of enterprise technology, AI innovation, and customer experience transformation.