VP, Customer Experience

What You’ll Own

• Customer Experience Strategy
• Define and lead Breezeway’s end-to-end post-sale strategy across onboarding, adoption, retention, and support
• Establish clear KPIs and performance frameworks tied to retention, efficiency, and customer outcomes
• Serve as the executive voice of the customer and bring customer insights into leadership discussions and company priorities
• Ensure a consistent, high-quality customer experience across all touchpoints

Team Leadership & Organizational Scale

• Lead and develop a multi-layered CX organization, including senior leaders across Customer Success, Implementation, and Support
• Evolve organizational structure, roles, and coverage models to support scale and profitability
• Drive a high-performance culture grounded in accountability, clarity, and continuous improvement

Customer Success & Retention

• Own net revenue retention (NRR), gross retention, and overall customer health metrics
• Build and scale programs that drive adoption, engagement, and long-term value realization
• Partner closely with Sales to ensure seamless handoffs and aligned expectations across the customer lifecycle
• Engage directly with strategic accounts and high-impact customer situations

Implementation & Time-to-Value

• Optimize onboarding processes to reduce time-to-value and improve activation rates
• Standardize and scale implementation while maintaining flexibility across customer segments
• Improve predictability and efficiency in onboarding delivery

Support & Assist Operations

• Oversee global support operations with a focus on responsiveness, quality, and cost efficiency
• Implement scalable support models, including tiering, self-service, and escalation management
• Leverage AI, automation, and tooling to improve support outcomes and team productivity
• Ensure Assist functions are well-integrated and delivering measurable customer value

Cross-Functional Leadership

• Act as a core partner to Product, Sales, Marketing, and Finance to align on company priorities and execution
• Prioritize and incorporate customer insights into the product roadmap
• Collaborate with Sales and Marketing to ensure alignment across the full customer lifecycle
• Work with Finance on forecasting, capacity planning, and improving overall unit economics

Operational Excellence & Profitability

• Build scalable processes, systems, and reporting across the CX organization
• Drive efficiency improvements across onboarding, support, and customer success delivery
• Establish capacity models and resource planning aligned with growth and margin targets
• Leverage data, systems (including HubSpot), and AI to increase visibility and improve decision-making