VP of Customer Experience

CAI Software builds purpose-built solutions that help manufacturers, processors, and distributors accelerate performance. Our mission is to enable manufacturers to transform performance through a connected, AI-assisted ecosystem that delivers visibility, control, and continuous improvement. With 6,200+ active customers worldwide and a market-leading position in every vertical we serve, CAI combines 45+ years of industry expertise with modern AI-driven execution.

About the Role

The Vice President of Customer Experience will lead every aspect of customer delivery across the Graphic Communications Business Unit. Reporting directly to the General Manager, this executive will oversee Professional Services, Customer Support, Managed Services, Customer Enablement, and Documentation. The successful candidate will grow Customer Experience as a managed business—with accountability for operational performance, commercial growth, customer retention, and service profitability.

Responsibilities

• Refine and lead a high-performing global post-sale operating system spanning Professional Services, Customer Support (L1, L2 & L3), Managed Services, Premium 24x7x365 Support Operations, Documentation, and Customer Enablement, as well as a Global Center of Excellence (COE).
• Scale consistent operating standards that enable predictable implementations, high-quality support, and operational excellence across a diverse product portfolio.
• Own Customer Experience with business-level accountability by driving services bookings, services gross margin, resource utilization, delivery efficiency, customer satisfaction, and operational scalability.
• Partner closely with Sales to increase service attachment rates and develop standardized service offerings that accelerate software adoption while creating recurring revenue opportunities.
• Implement AI where possible to drive speed and scale.
• Evolve and scale repeatable implementation methodologies that reduce deployment risk and improve customer outcomes, including standard deployment playbooks, operational readiness checklists, knowledge capture standards, runbooks, go-live governance, escalation procedures, incident management processes, and change control standards.
• Ensure clear ownership transitions from implementation to support and from Sales to implementation.
• Develop a standardized portfolio of Customer Experience offerings, including implementation packages, premium support tiers, 24x7x365 support services, managed operations, documentation services, release and change management services, and customer enablement offerings.
• Transform recurring customer requests into repeatable, profitable service offerings.
• Serve as the executive sponsor for strategic customer relationships by leading executive escalations, driving customer confidence during complex implementations, supporting enterprise deployments, building trusted customer partnerships, and improving retention and long-term customer success.

Requirements

• 15+ years of progressive leadership experience in Professional Services, Customer Experience, Customer Operations, or Technical Services within enterprise software or SaaS organizations.
• Demonstrated success leading large global customer-facing organizations.
• Experience managing Professional Services, Customer Support, Managed Services, and customer delivery organizations.
• Proven ability to build standardized operating models across multiple software products.
• Strong financial acumen with experience managing services profitability, utilization, forecasting, and operational performance.
• Experience leading offshore or global delivery organizations and Centers of Excellence.
• Track record of scaling customer operations during periods of rapid growth and organizational transformation.
• Executive-level communication and customer relationship management skills.
• Experience partnering closely with Product, Engineering, Sales, and Executive Leadership.

Preferred Qualifications

• Experience serving print, manufacturing, industrial software, ERP, MES, or manufacturing execution markets.
• Experience integrating multiple acquired software businesses into a unified customer delivery organization.
• Experience building or leading Customer Success organizations.
• Familiarity with enterprise implementation methodologies and ITIL-based support operations.
• Experience developing partner enablement and channel delivery programs.

Why Join CAI

At CAI, we are building something that matters. With 6,200+ customers across 15+ industries and active investment in AI-driven performance tools, we are positioned to define what the next generation of manufacturing software looks like—and we are building the team to lead that work.

Our four pillars define how we deliver for customers—and how we work:

• Built to Fit - Fits how your business runs so performance comes standard.
• Built to Expedite - Speeds time to performance without heavy lifts or delays.
• Built to Deliver - AI turns action and insights into measurable performance.
• Built to Scale - Sustains and scales performance without disruption.