VP of Customer Experience
Appcues
full-time
Posted on:
Location: Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- VP of Customer Experience to lead our Customer Success and Support organization and elevate how we serve our existing customers.
- This Leader Will: Own our overall Gross Revenue Retention (GRR); Manage a team of 15 across CS and Support; Ensure customers are onboarded, activated, and consistently see measurable ROI; Build scalable, yet consultative systems and processes for delivering customer value; Drive customer feedback loops that shape product and go-to-market strategy
- What We’re Looking For: Strong business and commercial acumen, with the ability to tie customer outcomes directly to value creation; Empathy for what drives human behavior change inside organizations, and the ability to lead customers through it; Proven track record of owning and improving GRR in SaaS businesses; Ability to assess the current state, craft a strategy, and drive execution with urgency; Proficient and leaned into AI, highly experimental in how they lead teams and build systems to deliver customer value; Experience leading CS and Support in mid-market and enterprise SaaS environments; A leadership style that blends empathy with accountability and coaching with urgency; Strong cross-functional instincts and the ability to connect across GTM and Product
- Responsibilities: Lead a high performing, constantly improving CX org; Implement and execute a long-term success strategy tied to outcomes and business value for our customers across the world; Develop a system based on a deep understanding of the customer’s goals, operating model, and how Appcues supports their digital experience strategy; Partner with Marketing, Product, Finance, Sales and Account Management to identify and execute growth opportunities; Proactively ensure value is realized across our customer base so we earn each and every renewal, objectively
- Qualifications: You are a leader who leads from the front, sets up systems that scale and retain the world's best CX people; You are passionate and experiences in driving customer outcomes; 10+ years of leadership experience in enterprise oriented Customer Success, Strategic Account Management, or similar customer-facing roles in B2B SaaS; Deep experience partnering with Product, Sales, and Support teams to deliver results; Fully leaned into AI and its role in the future of CX; Comfortable navigating ambiguity and driving clarity and execution; Passion for the ability for an experience engine to help drive outcomes for the worlds largest technology businesses
Requirements
- Strong business and commercial acumen, with the ability to tie customer outcomes directly to value creation
- Empathy for what drives human behavior change inside organizations, and the ability to lead customers through it
- Proven track record of owning and improving GRR in SaaS businesses
- Ability to assess the current state, craft a strategy, and drive execution with urgency
- Proficient and leaned into AI, highly experimental in how they lead teams and build systems to deliver customer value
- Experience leading CS and Support in mid-market and enterprise SaaS environments
- A leadership style that blends empathy with accountability and coaching with urgency
- Strong cross-functional instincts and the ability to connect across GTM and Product
- You are a leader who leads from the front, sets up systems that scale and retain the world's best CX people.
- You are passionate and experiences in driving customer outcomes
- 10+ years of leadership experience in enterprise oriented Customer Success, Strategic Account Management, or similar customer-facing roles in B2B SaaS
- Deep experience partnering with Product, Sales, and Support teams to deliver results
- Fully leaned into AI and its role in the future of CX
- Comfortable navigating ambiguity and driving clarity and execution
- Passion for the ability for an experience engine to help drive outcomes for the worlds largest technology businesses