VP of Customer Experience

CAI Software, LLC

VP leading global customer delivery for CAI Software’s manufacturing and print-industry solutions. Owning services profitability, standardized implementations, support operations and customer retention.

Posted 8/5/2026full-timeRemote • Salt Lake City • Utah • 🇬🇧 United Kingdom, 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in managing global customer delivery operations, focusing on customer experience, operational scalability, and financial performance. Proven ability to implement standardized methodologies and improve service offerings in enterprise software or SaaS environments.

Highest-signal resume keywords

Global Customer Delivery ManagementProfessional Services LeadershipFinancial Acumen in Services ProfitabilityExecutive-Level CommunicationCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience ManagementOperational ScalabilityStandardized Operating ModelsImplementation MethodologiesChange ControlIncident ManagementForecastingResource UtilizationDelivery EfficiencyService Bookings Management

Soft Skills

LeadershipCollaborationStrategic ThinkingProblem SolvingCustomer Retention Focus

Tools & Technologies

AI ImplementationITIL-Based Support OperationsEnterprise SoftwareSaaS SolutionsCustomer Enablement Tools

Industry Keywords

Professional ServicesCustomer OperationsCustomer SupportManaged ServicesERPMESManufacturing ExecutionChannel Delivery ProgramsCustomer Success Organizations

Tech Stack

Tools & technologies

ERPPythonSQL

About the role

Key responsibilities & impact

Lead global post-sale customer delivery operations across Professional Services, Customer Support, Managed Services, Premium 24x7x365 Support Operations, Documentation and Customer Enablement
Oversee the Global Center of Excellence and scale consistent operating standards across the product portfolio
Own Customer Experience as a business, including services bookings, gross margin, resource utilization, delivery efficiency, customer satisfaction and operational scalability
Partner with Sales to increase service attachment rates and develop standardized service offerings and recurring revenue opportunities
Implement AI to improve delivery speed and scale
Evolve standardized implementation methodologies, deployment playbooks, readiness checklists, knowledge capture standards, runbooks, go-live governance, escalation procedures, incident management and change control
Productize implementation, premium support, managed operations, documentation, release and change management, and customer enablement services
Serve as executive sponsor for strategic customer relationships, lead escalations and support enterprise deployments
Improve customer retention, confidence and long-term customer success

Requirements

What you’ll need

15+ years of progressive leadership experience in Professional Services, Customer Experience, Customer Operations, or Technical Services within enterprise software or SaaS organizations
Demonstrated success leading large global customer-facing organizations
Experience managing Professional Services, Customer Support, Managed Services and customer delivery organizations
Proven ability to build standardized operating models across multiple software products
Strong financial acumen managing services profitability, utilization, forecasting and operational performance
Experience leading offshore or global delivery organizations and Centers of Excellence
Track record of scaling customer operations during rapid growth and organizational transformation
Executive-level communication and customer relationship management skills
Experience partnering with Product, Engineering, Sales and Executive Leadership
Preferred: experience serving print, manufacturing, industrial software, ERP, MES or manufacturing execution markets
Preferred: experience integrating acquired software businesses into a unified customer delivery organization
Preferred: experience building or leading Customer Success organizations
Preferred: familiarity with enterprise implementation methodologies and ITIL-based support operations
Preferred: experience developing partner enablement and channel delivery programs
Must be authorized to work in the United States

Benefits

Comp & perks

AI-driven performance tools and work on next-generation manufacturing software
Inclusive environment and Equal Employment Opportunity commitment
Reasonable accommodations for applicants with disabilities and disabled veterans