Vice President of Customer Experience

Antithesis helps engineering teams find and fix bugs that traditional testing misses. Our platform runs entire systems in a deterministic simulation, breaks them in every imaginable way, and provides engineers with root cause analysis and perfect reproduction. The result is faster debugging, more reliable software, and more confidence in what ships. As AI accelerates software development, the need for reliable verification is only increasing. Antithesis exists to solve that problem. We are well-funded, deeply technical, and building a category-defining platform for modern software reliability.

About the Role

We are seeking a strategic Vice President of Customer Experience to lead and scale the operational foundation behind our customer experience organization. This leader will oversee the systems, processes, analytics, and cross-functional programs that support the full customer lifecycle across pre-sales, onboarding, customer success, support, renewals, and account management. This role will partner closely with Sales, Product, Engineering, Finance, and executive leadership to ensure customers receive a seamless, high-quality experience while enabling the business to scale efficiently. The ideal candidate brings a blend of strategic thinking, operational rigor, customer-centricity, and hands-on leadership experience within high-growth SaaS or technology environments. You will play a critical role in driving customer retention, operational excellence, customer health visibility, forecasting accuracy, and scalable growth across the organization.

Responsibilities

• Own and optimize operational processes across the end-to-end customer lifecycle, including pre-sales handoffs, onboarding, implementation, adoption, support, renewals, and expansion.
• Partner closely with Customer Success, Support, Professional Services, Sales, and Account Management leadership to improve customer outcomes and operational efficiency.
• Build and scale customer operations infrastructure, including tooling, reporting, automation, forecasting, customer health scoring, segmentation, and lifecycle management programs.
• Establish and track key customer metrics including retention, churn, NPS/CSAT, onboarding effectiveness, support performance, product adoption, and expansion opportunities.
• Drive operational alignment between pre-sales and post-sales teams to improve continuity of the customer experience and reduce friction across the customer journey.
• Develop scalable processes for customer escalations, renewal management, account transitions, customer communications, and executive business reviews.
• Lead capacity planning, operational planning, and resource modeling efforts across