Senior Vice President of Customer Experience

About the role

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.

Responsibilities

• 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.