Vice President, Customer Experience

About the role

This is a senior executive opportunity to redefine customer experience across a complex, technology-driven B2B environment. You will lead Customer Success, Customer Support, and Advisory/Delivery teams through a major transformation toward a product-led, consultative model. The role owns the design and implementation of a customer lifecycle operating model spanning onboarding, value realization, retention, expansion, and renewal. You will establish clear ownership, operating rhythms, health scoring, and engagement strategies that create a consistent experience at scale. A key focus will be strengthening technical capabilities across customer-facing teams while integrating AI and modern technologies into customer operations. You will also help evolve energy and advisory services into a more strategic, technology-enabled client partnership.

Responsibilities

• Lead Customer Success, Customer Support, and Advisory/Delivery teams, driving their evolution toward a unified, customer-centric and product-led operating model.
• Design and implement a customer lifecycle framework covering onboarding, value realization, expansion, renewal, and at-risk recovery, with clear customer segments, journey stages, coverage models, and playbooks.
• Establish Customer Success as the primary relationship owner throughout the customer lifecycle, coordinating Account Management, Support, Advisory, and other teams as needed.
• Own customer retention and account health while partnering with Account Management on commercial renewal and expansion activities.
• Build a more technical and consultative Customer Success organization by developing team capabilities, hiring stronger technical profiles, and establishing structured development programs.
• Oversee the evolution of professional and energy-related service delivery, including procurement, solar, tariff optimization, carbon advisory, and other energy management services, toward a more technical and client-facing advisory model.
• Create clear responsibilities and decision-making frameworks across Customer Success, Account Management, Support, Operations, and Advisory/Delivery, including RACI structures and operating rhythms.
• Establish Voice of the Customer programs and customer health-scoring frameworks that use customer feedback, operational data, and AI-assisted insights to improve coverage and resource allocation.
• Modernize customer-facing tools, processes, workflows, and escalation mechanisms to improve consistency, efficiency, and overall customer experience.
• Assess organizational capabilities, restructure teams where appropriate, and recruit talent needed to support the future operating model.
• Track key outcomes including retention, customer satisfaction, NPS, adoption of the lifecycle model, technical capability development, and the integration of advisory services.

Requirements

• 10+ years of leadership experience in Customer Success or Customer Experience within B2B SaaS, technology, or complex B2B services environments.
• Experience directly leading large-scale organizations, including teams of 100+ employees and significant operational responsibility.
• Proven success transforming an operationally focused organization into a technical, consultative, customer-centric function.
• Demonstrated experience designing and implementing customer lifecycle or journey-based operating models, including segmentation, customer archetypes, health scoring, relationship ownership, and RACI frameworks.
• Strong track record of owning customer retention and net revenue retention outcomes while partnering with commercial teams on renewals and expansion.
• Experience integrating or overseeing adjacent professional services, advisory, technical delivery, or support functions within a broader Customer Success organization.
• Demonstrated ability to deliver measurable organizational and customer impact quickly, using structured frameworks and disciplined execution.
• Experience leading through organizational transformation, post-acquisition integration, or the combination of legacy service teams with product- and technology-oriented teams is highly valuable.
• Familiarity with AI-enabled Customer Success technologies, including health scoring, support automation, expansion signals, customer intelligence, and AI-assisted coverage models.
• Experience managing globally distributed Customer Success and Support teams is a plus.
• Strong executive presence, communication, stakeholder management, strategic thinking, and organizational leadership skills.
• Ability to operate effectively in complex, fast-changing environments while balancing customer needs, business priorities, technology, and operational execution.
• A customer-first mindset with strong analytical capabilities and a demonstrated ability to translate customer insights into scalable processes and measurable business outcomes.
• Experience in energy, financial services, enterprise SaaS, or another highly technical B2B services environment is preferred.
• A bachelor's degree or equivalent professional experience is preferred.

Benefits

• Fully remote-first culture with the flexibility to work anywhere in the United States with reliable internet access.
• Flexible PTO with no accrued-hours requirement or annual vacation limit for eligible exempt employees.
• 11 paid company holidays.
• 10 days of paid sick leave.
• Up to 3 weeks of bereavement leave.
• Up to 4 weeks of caregiver leave.
• Military leave for eligible services or events.
• 2 paid volunteer days and 2 professional development days annually.
• 10 weeks of paid parental bonding leave for all parents, plus additional medical recovery time for eligible employees.
• Employer coverage of approximately 75-95% of medical, dental, and vision insurance costs for employees and dependents.

Pay

Target annual compensation range of $160,425-$287,375, with final compensation based on skills, experience, and location. Competitive bonus and benefits package.