Vice President, Customer Experience (North America)

Key Responsibilities

• Build, lead, and scale a high-performing, multi-layered CX leadership team across North America
• Drive the evolution to a unified CXM model, integrating business and technical skill sets into a single customer-facing function
• Establish career paths and competency models emphasizing technical depth, AI fluency, and business acumen
• Cultivate a culture of innovation, accountability, and AI-first thinking across the organization
• Lead the adoption and expansion of Talkdesk AI solutions across the customer base, ensuring customers leverage AI to drive efficiency and differentiated experiences
• Partner with customers to define and execute AI strategies, including automation, conversational AI, and intelligent orchestration
• Embed AI best practices into all stages of the customer lifecycle—from onboarding through expansion
• Act as an internal and external evangelist for AI-driven customer experience transformation
• Serve as the executive bridge between customer technical teams and internal Product & Engineering organizations
• Translate platform performance, AI utilization, and technical health into clear business outcomes and ROI
• Provide executive oversight on complex initiatives, including APIs, CRM integrations, and AI-enabled workflows
• Act as the voice of the customer to influence product innovation, particularly in AI and automation capabilities
• Own North America retention and expansion targets (NRR and GRR) across strategic accounts
• Partner closely with Sales and GTM leadership to identify AI-led growth opportunities
• Build and maintain C-suite relationships, positioning AI adoption as a strategic lever for business transformation
• Serve as the senior escalation point for complex technical and transformational engagements
• Develop scalable playbooks that integrate AI adoption into onboarding, adoption, and lifecycle management
• Implement frameworks to measure technical health, AI utilization, and customer maturity
• Lead organizational transformation, integrating technical and business roles into a cohesive, AI-enabled CX model
• Drive operational rigor, consistency, and data-driven decision-making across the post-sales lifecycle

Qualifications

• 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS (CCaaS/CX platforms preferred)
• Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture
• Demonstrated experience driving AI/automation adoption for enterprise customers, with a clear understanding of how AI delivers business value
• Proven track record leading global or regional (North America) multi-tiered teams in high-growth environments
• Deep expertise in cloud architecture, APIs, enterprise integrations (e.g., CRM systems), and AI-driven platforms
• Experience supporting complex industries such as Financial Services, Healthcare/Life Sciences, and Retail
• Strong change management background, including organizational design and transformation initiatives
• Startup mindset with a bias for action, adaptability, and comfort operating in ambiguity; prior startup or high-growth company experience preferred but not required
• Exceptional executive communication skills, with the ability to influence both technical and business stakeholders
• Data-driven mindset with the ability to connect technical performance and AI adoption to financial outcomes (NRR, ROI, EBITDA)

Pay Range (OTE Pay)

$288,500 - $396,500

Other Types of Pay

Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance

• Medical
• Dental
• Vision
• Life and Disability Insurance
• Employee Assistance Program (EAP)

Retirement Benefits

401(k) plan

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

Work Environment and Physical Requirements

• Primarily office-environment work, extended periods of sitting or standing, computer-based work.
• Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.).

Talkdesk's Commitment to Diversity, Equity, and Inclusion

We are committed to creating a workplace where everyone feels valued and included. We strive to hire, promote, work alongside, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.