Vice President, Customer Experience

Lead and grow a high-performing team across four functions: Onboarding – requirements gathering, configuration, data migration, custom development, Support – ticket triage, technical issue resolution, Customer Success – renewals, upsells, relationship management, QBRs, Ongoing Services – post-go-live custom work (CMS, API integrations, data mapping, etc.). Build and execute a customer experience strategy that increases retention, drives upsells, and creates raving fans. Own key customer metrics (NPS, retention, time-to-value, support SLAs) and report performance to the executive team. Own renewal and upsell revenue targets; partner closely with Sales and Product to uncover opportunities. Design and execute processes for scaling high-margin services and increasing customer lifetime value. Create services packaging/pricing frameworks to drive recurring services revenue. Plan and manage the full customer experience budget, working closely with the CFO to track spend, forecast needs, and ensure fiscal responsibility. Define and optimize handoff workflows between Sales → Onboarding → Support/CS. Champion instrumentation across the customer journey. Identify and fill gaps in tooling, playbooks, and documentation to ensure operational excellence. Partner with Product and Engineering to advocate for customer needs based on usage and feedback data.