VP of Customer Experience

About IntellaQuest

IntellaQuest builds mission-critical software for industrial organizations operating in highly regulated environments. Our customers, including major clients like Honda, Subaru, Shell, and Magna, rely on us to run core workflows, stay audit-ready, and drive operational excellence, so they can move faster, reduce risk, and deliver better outcomes.

IntellaQuest provides an integrated Quality Management (QMS) and Environmental, Health & Safety (EHS) System designed to promote quality, increase productivity, and improve compliance within manufacturing and industrial organizations. Our platform supports essential workflows like nonconformance, complaints, CAPA, document control, audit management, supplier quality, training, and change management so customers can eliminate data silos and stay "always audit ready" with the right information available when it matters most.

We work alongside quality, EHS and operational leaders as a long-term partner, helping teams simplify complex compliance requirements, strengthen visibility through dashboards and analytics, and standardize execution across sites and functions.

Job Description

We are seeking a Vice President of Customer Experience to build and lead IntellaQuest's Customer Experience function across Implementation, Customer Success, and Support. This leader will own the full post-sale customer lifecycle and be responsible for transforming our eight-person CX organization into a proactive, scalable, and revenue-driving function.

In this role, you will design and implement a standardized implementation motion that reduces time-to-value, build a high-performing account management team with clear accountability, and establish a modern, AI-first support model that delivers exceptional customer experiences at scale. You will partner closely with the executive team to align Customer Experience with company growth objectives, including retention, expansion, and long-term customer lifetime value.

This is a high-impact leadership role for someone who combines strategic thinking with operational rigor and can build both the systems and the team required to scale a world-class CX function.

You're Excited About This Opportunity Because You Will:

• Build and Lead a High-Performing CX Organization From the Ground Up: Recruit, develop, and manage a high-functioning team across Implementation and Customer Success/Support, establishing clear ownership, accountability, and a strong customer-first culture.
• Drive a Scalable Implementation Motion: Design and operationalize a repeatable implementation methodology that reduces time-to-value, eliminates bottlenecks, and ensures customers fully deploy what they've purchased.
• Ensure Customer Activation and Value Realization: Establish frameworks that connect product usage to measurable outcomes (compliance, efficiency, risk reduction) and prevent stalled implementations or disengagement early in the lifecycle.
• Transform Customer Success into a Proactive, Revenue-Driving Function: Build a structured account management motion that drives retention and expansion through strong engagement models, health scoring, and disciplined upsell & renewal processes.
• Implement an AI-First, Best-in-Class Support Model: Implement modern CX systems and define an AI-first strategy that improves response times, reduces ticket volume, and enhances customer satisfaction.
• Partner with Executive Leadership on Growth Strategy: Align Customer Experience with company-level goals, ensuring CX is a key driver of retention, expansion, and long-term customer value.

We're Excited About You Because:

• You are a Proven CX People Leader: You bring 10–15+ years of experience in Implementation or Customer Success, including building and scaling teams and operating models in SaaS environments.
• You Have Experience in Manufacturing or Industrial Environments: You understand the unique needs of regulated, multi-site, or operationally complex organizations such as manufacturing, automotive, or energy.
• You Have Strong People Leadership and Coaching Experience: You have a track record of managing and developing high-performing teams, setting clear expectations, and inspiring individuals to consistently deliver strong results.
• You Have Built Scalable Systems and Processes: You have designed playbooks, coverage models, and operating cadences that enable teams to execute consistently and at scale.
• You Are Both Strategic and Operational: You can set vision and strategy while also rolling up your sleeves to meet with customers, implement systems, and drive execution.
• You Understand How to Drive Retention and Expansion: You have a strong grasp of the levers that impact customer health, renewal rates, and expansion revenue, and you've built motions that consistently deliver results.
• You Are Systems and Data-Oriented: You leverage tools, metrics, and KPIs to manage performance, identify risks, and continuously improve the customer experience.
• You Bring Executive Presence and Emotional Intelligence: You build trust quickly, communicate with clarity, and can influence across teams and stakeholders at all levels.
• You Thrive in Ambiguity and Build Structure: You're comfortable stepping into an evolving environment, identifying what's missing, and building the systems and team needed to scale.

Other Information:

Location: Remote (US or Canada). Eastern time zone preferred.

Travel: Approximately 15–25% (customer meetings and team visits).

Benefits: Competitive benefits package including medical, dental, and vision coverage; 401(k) program; generous PTO and paid holidays.

Employment Type: Full-time

Base Salary Range: The target salary range for this position is $180K–$200K, and is part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

A Secure Candidate Experience: Intellaquest is committed to providing a secure and transparent candidate experience. We will never request sensitive personal or financial information (such as Social Security numbers or banking details) during the interview process. All official communication will come from a verified company email address (@intellaquest.com/ OR @alpinesg.com). If you receive suspicious outreach claiming to represent Intellaquest, please report it immediately.