Vice President of Customer Experience

Job description

ABOUT ANTITHESIS Antithesis helps engineering teams find and fix bugs that traditional testing misses. Our platform runs entire systems in a deterministic simulation, breaks them in every imaginable way, and provides engineers with root cause analysis and perfect reproduction. The result is faster debugging, more reliable software, and more confidence in what ships. As AI accelerates software development, the need for reliable verification is only increasing. Antithesis exists to solve that problem. We are well-funded, deeply technical, and building a category-defining platform for modern software reliability. ABOUT THE ROLE We are seeking a strategic Vice President of Customer Experience to lead and scale the operational foundation behind our customer experience organization. This leader will oversee the systems, processes, analytics, and cross-functional programs that support the full customer lifecycle across pre-sales, onboarding, customer success, support, renewals, and account management. This role will partner closely with Sales, Product, Engineering, Finance, and executive leadership to ensure customers receive a seamless, high-quality experience while enabling the business to scale efficiently. The ideal candidate brings a blend of strategic thinking, operational rigor, customer-centricity, and hands-on leadership experience within high-growth SaaS or technology environments. You will play a critical role in driving customer retention, operational excellence, customer health visibility, forecasting accuracy, and scalable growth across the organization. WHAT YOU’LL DO - Own and optimize operational processes across the end-to-end customer lifecycle, including pre-sales handoffs, onboarding, implementation, adoption, support, renewals, and expansion. - Partner closely with Customer Success, Support, Professional Services, Sales, and Account Management leadership to improve customer outcomes and operational efficiency. - Build and scale customer operations infrastructure, including tooling, reporting, automation, forecasting, customer health scoring, segmentation, and lifecycle management programs. - Establish and track key customer metrics including retention, churn, NPS/CSAT, onboarding effectiveness, support performance, product adoption, and expansion opportunities. - Drive operational alignment between pre-sales and post-sales teams to improve continuity of the customer experience and reduce friction across the customer journey. - Develop scalable processes for customer escalations, renewal management, account transitions, customer communications, and executive business reviews. - Lead capacity planning, operational planning, and resource modeling efforts across customer-facing organizations. - Partner with executive leadership to develop customer growth strategies, identify operational risks, and improve organizational performance. - Evaluate and improve CRM, customer success, support, and analytics systems to ensure teams have accurate data and actionable insights. - Build, mentor, and develop high-performing operational teams while fostering a culture of accountability, collaboration, and customer obsession. WHAT WE’RE LOOKING FOR - 10+ years of experience in Customer Operations, Customer Success Operations, Account Management, Customer Experience, or related leadership roles within SaaS, cloud, or hyper-growth technology companies. - Proven experience overseeing or enabling customer-facing functions, including Customer Success, Technical Support, Professional Services, Account Management, and pre-sales operations. - Strong understanding of enterprise customer lifecycles and post-sales operating models. - Demonstrated success building scalable operational frameworks, systems, and processes in high-growth environments. - Strong analytical mindset with experience leveraging data to drive operational improvements, customer retention, forecasting, and executive decision-making. - Experience building executive dashboards, operational reporting, customer health models, and business review processes. - Strong cross-functional leadership skills with the ability to influence and collaborate across Sales, Product, Engineering, Finance, and executive stakeholders. - Hands-on experience with platforms such as Salesforce, Gainsight, Zendesk, HubSpot, or similar customer operations tooling. - Excellent communication, organizational, and stakeholder management skills with the ability to balance strategic leadership and tactical execution PREFERRED QUALIFICATIONS - Experience supporting enterprise SaaS or highly technical products and customer environments. - Experience building or scaling global customer operations teams and programs. - Familiarity with AI-driven customer operations, workflow automation, or digital customer success strategies. - Experience with subscription-based revenue models, renewal forecasting, and expansion planning. - Background in scaling Series A through pre-IPO organizations. - Experience partnering closely with go-to-market, finance, and product organizations on strategic planning initiatives. WHY JOIN US - Opportunity to shape and scale the operational foundation of a rapidly growing customer organization. - Highly visible leadership role with direct impact on customer experience, retention, and company growth. - Collaborative environment with strong partnership across executive leadership and cross-functional teams. - Ability to build scalable systems and processes from the ground up while driving meaningful business outcomes. - Ability to influence strategy, systems, process, and organizational design. - Fast-paced, high-growth environment with opportunities for ownership, innovation, and career growth. - Competitive compensation, equity, and benefits package.