Vice President, Customer Experience

We are seeking a Vice President, Customer Experience to join a leader in the Energy & Utilities space. This senior leader will shape the post‑sale customer experience by aligning customer success, advisory, delivery, and support into a unified operating model, focusing on improving retention, strengthening net revenue retention, and creating a consultative partnership for customers across the lifecycle.

Location

Remote – US‑based candidates only (no visa sponsorship available).

Pay

Compensation: $160,425 – $287,375 annually.

Responsibilities

• Oversee customer success and advisory/delivery teams to evolve customer‑centric functions.
• Own the design and rollout of the customer lifecycle operating model.
• Establish a single relationship‑owner model for customer contact.
• Partner with Account Management on retention and expansion strategies.
• Cultivate technical capability within the Customer Success Management (CSM) team.
• Lead the transition of energy solutions delivery into a consultative advisory role.
• Manage Customer Support alongside CSM for a cohesive post‑sale experience.

Qualifications

• 10+ years in customer success or experience leadership in B2B SaaS or B2B services, with ownership of a large team of 100+ people.
• Track record of transforming an operational team into a consultative leader in the industry.
• Experience designing and implementing customer lifecycle models.
• Accountability for retention and net revenue retention (NRR) separate from commercial renewal.
• Ability to integrate service delivery functions into customer success organizations.

Benefits

• Remote‑first culture allowing work from anywhere in the continental US.
• Flexible PTO with no limit on vacation days.
• 11 annual holidays.
• 10 days of sick leave.
• Up to 2 weeks of bereavement leave.
• 2 volunteer days off.
• 2 professional development days off.
• Parental leave benefits for all parents.
• 75%‑95% employer cost coverage for medical, dental, and vision benefits.