Vice President, Customer Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Vice President, Customer Experience based in the United States .

This is a senior executive opportunity to redefine customer experience across a complex, technology-driven B2B environment. You will lead Customer Success, Customer Support, and Advisory/Delivery teams through a major transformation toward a product-led, consultative model. The role owns the design and implementation of a customer lifecycle operating model spanning onboarding, value realization, retention, expansion, and renewal. You will establish clear ownership, operating rhythms, health scoring, and engagement strategies that create a consistent experience at scale. A key focus will be strengthening technical capabilities across customer-facing teams while integrating AI and modern technologies into customer operations. You will also help evolve energy and advisory services into a more strategic, technology-enabled client partnership. This role is ideal for a proven CX leader who can combine strategic vision, organizational transformation, operational rigor, and measurable customer outcomes.

Accountabilities:: Lead Customer Success, Customer Support, and Advisory/Delivery teams, driving their evolution toward a unified, customer-centric and product-led operating model.

Design and implement a customer lifecycle framework covering onboarding, value realization, expansion, renewal, and at-risk recovery, with clear customer segments, journey stages, coverage models, and playbooks.

Establish Customer Success as the primary relationship owner throughout the customer lifecycle, coordinating Account Management, Support, Advisory, and other teams as needed.

Own customer retention and account health while partnering with Account Management on commercial renewal and expansion activities.

Build a more technical and consultative Customer Success organization by developing team capabilities, hiring stronger technical profiles, and establishing structured development programs.

Oversee the evolution of professional and energy-related service delivery, including procurement, solar, tariff optimization, carbon advisory, and other energy management services, toward a more technical and client-facing advisory model.

Create clear responsibilities and decision-making frameworks across Customer Success, Account Management, Support, Operations, and Advisory/Delivery, including RACI structures and operating rhythms.

Establish Voice of the Customer programs and customer health-scoring frameworks that use customer feedback, operational data, and AI-assisted insights to improve coverage and resource allocation.

Modernize customer-facing tools, processes, workflows, and escalation mechanisms to improve consistency, efficiency, and overall customer experience.

Assess organizational capabilities, restructure teams where appropriate, and recruit talent needed to support the future operating model.

Track key outcomes including retention, customer satisfaction, NPS, adoption of the lifecycle model, technical capability development, and the integration of advisory services.

Requirements:

10+ years of leadership experience in Customer Success or Customer Experience within B2B SaaS, technology, or complex B2B services environments.

Experience directly leading large-scale organizations, including teams of 100+ employees and significant operational responsibility.

Proven success transforming an operationally focused organization into a technical, consultative, customer-centric function.

Demonstrated experience designing and implementing customer lifecycle or journey-based operating models, including segmentation, customer archetypes, health scoring, relationship ownership, and RACI frameworks.

Strong track record of owning customer retention and net revenue retention outcomes while partnering with commercial teams on renewals and expansion.

Experience integrating or overseeing adjacent professional services, advisory, technical delivery, or support functions within a broader Customer Success organization.

Demonstrated ability to deliver measurable organizational and customer impact quickly, using structured frameworks and disciplined execution.

Experience leading through organizational transformation, post-acquisition integration, or the combination of legacy service teams with product- and technology-oriented teams is highly valuable.

Familiarity with AI-enabled Customer Success technologies, including health scoring, support automation, expansion signals, customer intelligence, and AI-assisted coverage models.

Experience managing globally distributed Customer Success and Support teams is a plus.

Strong executive presence, communication, stakeholder management, strategic thinking, and organizational leadership skills.

Ability to operate effectively in complex, fast-changing environments while balancing customer needs, business priorities, technology, and operational execution.

A customer-first mindset with strong analytical capabilities and a demonstrated ability to translate customer insights into scalable processes and measurable business outcomes.

Experience in energy, financial services, enterprise SaaS, or another highly technical B2B services environment is preferred.

A bachelor's degree or equivalent professional experience is preferred.

Benefits:

Target annual compensation range of $160,425–$287,375 , with final compensation based on skills, experience, and location.

Competitive bonus and benefits package.

Fully remote-first culture with the flexibility to work anywhere in the United States with reliable internet access.

Flexible PTO with no accrued-hours requirement or annual vacation limit for eligible exempt employees.

11 paid company holidays.

10 days of paid sick leave.

Up to 3 weeks of bereavement leave.

Up to 4 weeks of caregiver leave.

Military leave for eligible services or events.

2 paid volunteer days and 2 professional development days annually.

10 weeks of paid parental bonding leave for all parents, plus additional medical recovery time for eligible employees.

Employer coverage of approximately 75–95% of medical, dental, and vision insurance costs for employees and dependents.

Opportunity to lead a major customer transformation within a technology-driven organization addressing complex energy and sustainability challenges.

Visa sponsorship is not available for this position.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1