Offer summary

Qualifications:

8+ years in Onboarding, Support, or Customer Experience roles within a B2B SaaS environment., 5+ years in a leadership role managing managers and overseeing cross-functional teams., Experience in high-growth SaaS start-ups or scale-ups, with proven success in designing and optimizing customer programs., Strong analytical mindset and exceptional collaboration skills..

Key responsabilities:

Lead the Onboarding and Customer Support teams to ensure exceptional customer experiences.

Develop and implement structured onboarding methodologies and best practices for diverse customer segments.

Oversee support functions, enhancing self-service resources and optimizing support channels.

Collaborate with internal teams to refine customer engagement strategies and drive measurable outcomes.

Job description

This is a remote position.

Our client is a market-leading B2B SaaS company revolutionizing their industry with cutting-edge technology. As the #1 software in their space, they serve tens of thousands of businesses, driving efficiency and innovation. We are seeking a dynamic VP of Customer Experience to lead a high-performing team and ensure seamless customer adoption and long-term success.

As Vice President of Customer Experience, you will play a pivotal role in leading both the Onboarding and Customer Support teams, ensuring that customers experience exceptional value from initial engagement through ongoing platform use. Reporting to the COO, you will drive strategy, optimize processes, and foster a customer-first culture across the organization.

You’ll be instrumental in shaping how the organization delivers value and aligning onboarding and support functions to maximize customer satisfaction, retention, and product adoption.

Customer Experience Strategy: Foster a results-driven, customer-centric mindset that emphasizes collaboration, accountability, and continuous improvement.
Onboarding Leadership:
- Develop and implement a structured onboarding methodology, including prescriptive playbooks, training materials, and best practices tailored to diverse customer segments
- Ensure that every phase of the onboarding journey delivers an exceptional experience, setting customers up for long-term success.
- Partner cross-functionally with GTM, Product, and Customer Success teams to ensure seamless handoffs and a unified customer engagement strategy.
Support Leadership:
- Oversee the support function, driving operational excellence and aligning support initiatives with onboarding and broader customer success objectives.
- Enhance self-service resources, streamline case resolution processes, and optimize support channels to improve efficiency and response times.
Data-Driven Optimization: Analyze metrics, including onboarding timelines, product adoption rates, and support performance, to identify opportunities for process improvements and drive measurable outcomes.
Stakeholder Collaboration: Collaborate closely with internal teams to refine customer engagement strategies, leveraging customer insights, emerging trends, and product feedback.
Team Development: Lead and mentor a high-performing team of Directors, Managers, and ICs, fostering a culture of innovation, learning, and excellence.

Requirements

8+ years in Onboarding, Support, or Customer Experience roles within a B2B SaaS environment.
5+ years in a leadership role managing managers and overseeing cross-functional teams.
Experience building CX teams within the SMB market segment.
Experience in high-growth SaaS start-ups or scale-ups (seen strategic exits, mergers, funding rounds, etc.).
Proven success designing, scaling, and optimizing customer onboarding and support programs that accelerate adoption, reduce time-to-value, and improve retention.
Strong analytical mindset with the ability to leverage data to optimize processes and enhance the customer experience.
Exceptional collaboration and influencing skills, with experience working cross-functionally and managing relationships at all organizational levels.
Passion for mentoring and developing teams, fostering a customer-first culture.
Strategic thinker with a hands-on approach to execution, capable of translating visionary concepts into actionable plans.
Must be located in Canada or the US.

Benefits

Recognized as a Great Place to Work, including honors for Technology and Best Workplaces for Women.
Recognized as the fastest-growing software company for 3 years in a row.
Be part of a fast-growing, innovative company.
Competitive compensation, including equity
Best-in-class benefits.
Flexible remote working environment.
Thrive in a culture that values collaboration, innovation, and customer success, with a strong commitment to employee well-being and professional growth.