Vice President, Customer Experience and Success in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Vice President, Customer Experience and Success in the United States.

This executive leadership role is responsible for shaping and scaling the entire post-sale customer journey across multiple service motions in a fast-growing SaaS environment. You will define and operationalize a customer-first strategy spanning high-touch enterprise success, digital customer success at scale, technical account management, and customer education programs. The role requires a leader who can balance strategic vision with operational execution across both relationship-driven and technology-enabled customer models. You will drive measurable improvements in retention, expansion, and product adoption while ensuring a consistent, high-quality customer experience. Working closely with senior leadership, you will influence company-wide decisions that connect customer outcomes to business performance. This is a highly cross-functional role where you will build systems, teams, and processes that scale across tens of thousands of customers. It is ideal for a leader who thrives in complex environments where human engagement and AI-driven automation must work in harmony.

• Define and lead the end-to-end customer experience strategy across Named Customer Success, Digital CS at Scale, Technical Account Management, and Customer Education functions.
• Own retention, expansion, and churn reduction outcomes across enterprise, mid-market, and high-volume customer segments.
• Oversee both high-touch enterprise relationships and large-scale digital customer success motions, ensuring each operates effectively within its distinct model.
• Guide the development of AI-enabled and automation-driven customer success systems to improve efficiency, engagement, and scalability.
• Lead and align cross-functional teams including Customer Success Directors, TAMs, and Customer Education leaders to ensure unified execution.
• Build and maintain executive relationships with key enterprise customers, acting as a senior sponsor for strategic accounts.
• Establish performance frameworks, metrics, and reporting structures that connect customer success outcomes to overall business objectives.
• Drive the development and launch of scalable customer education and enablement programs integrated with retention and adoption goals.
• Partner with product, engineering, and marketing teams to surface customer insights and influence roadmap priorities.

• 10+ years of experience in Customer Success, with at least 3–5 years in a VP or equivalent leadership role managing multi-function CS organizations.
• Proven experience leading both high-touch enterprise customer success and scaled, technology-enabled or digital CS motions.
• Strong track record of improving retention, reducing churn, and driving net revenue retention in SaaS environments.
• Experience building or integrating customer education, training, or enablement programs is highly valued.
• Strong understanding of SaaS economics, particularly in SMB and mid-market, high-volume account environments.
• Ability to translate data into actionable strategies, including churn analysis, root cause identification, and intervention design.
• Demonstrated leadership in building scalable systems, processes, and team structures that support growth.
• Comfort working with AI-driven tools and automation as enablers of customer success transformation.
• Strong executive presence with the ability to influence senior stakeholders and communicate strategic insights clearly.
• Proven ability to coach, develop, and hold teams accountable in a high-performance environment.

• Competitive base salary range: $190,000 – $230,000 per year (DOE).
• Comprehensive benefits package including medical, dental, and vision coverage.
• Health Savings Account (HSA) with employer contributions.
• 401(k) plan with employer match and immediate vesting.
• Paid time off including vacation, holidays, sick days, volunteer days, and personal days.
• Employee Stock Purchase Plan.
• Flexible spending accounts for medical, dependent care, and transportation.
• Company-paid short-term and long-term disability and life insurance.
• Tuition reimbursement and ongoing professional development support.
• Employee discount program and additional perks.
• Hybrid/remote flexibility with required periodic travel for leadership meetings, conferences, and strategic customer engagement.