CGWS - COME GROW WITH US

Vice President, Customer Delivery

CGWS - COME GROW WITH US

full-time

Posted on:

Location Type: Hybrid

Location: Utah • Utah • United States

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Job Level

Lead

Tech Stack

Cloud

About the role

  • Own the post-sale CX strategy and operating model across Support, Implementation, and Customer Success; define a multi-year roadmap that scales with growth and international expansion.
  • Set clear, company-level outcomes for MRR retention rate, churn, onboarding time-to-value, CSAT/NPS, product adoption, deflection, SLA/response and resolution times, and cost-to-serve—then deliver against them.
  • Establish a unified customer journey and playbooks from onboarding through renewal/expansion; ensure crisp handoffs and closed-loop feedback across the lifecycle.
  • Lead and grow a team of leaders (directors and their orgs), building a high-trust, high-accountability culture that reflects BambooHR values and voice.
  • Attract, develop, and retain top talent; build succession plans; raise the bar on leadership excellence and coaching.
  • Be the executive point for voice-of-customer, incident response, and high-risk escalations; translate insight into product, policy, and process decisions.
  • Partner with Product/Eng to prioritize roadmap items that reduce friction and improve adoption; with Sales/Marketing on promise-to-value alignment; with Finance on forecasting, unit economics, and investment cases.
  • Design scalable processes, capacity models, workforce management, and knowledge/education motions; standardize and continuously improve SOPs.
  • Drive AI-enabled efficiency and quality across CX tooling, adopting safe, compliant best practices.
  • Implement robust quality, training, and enablement programs to raise consistency and self-service.

Requirements

  • Proven success leading scaled, post-sale, customer-facing organizations across Support, Implementation/Services, and Customer Success in B2B SaaS.
  • Leader-of-leaders who builds high-performing, inclusive teams; experienced in coaching directors and establishing strong operating cadences.
  • Track record improving CSAT, retention, adoption, time-to-value, and cost-to-serve through process design and data-driven execution.
  • Executive-level influence; translates voice-of-customer and analytics into product, policy, and investment decisions.
  • Working knowledge of modern CX stacks (e.g., Salesforce Service Cloud, Gainsight, WFM/telephony, knowledge/LMS) and safe AI practices.
  • First-level executive scope and maturity; HCM/Payroll domain experience is a plus.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
customer experience strategypost-sale operationsprocess designdata-driven executioncapacity modelsworkforce managementquality assurancetraining programsSOP standardizationAI-enabled efficiency
Soft Skills
leadershipteam buildingcoachingexecutive influencehigh-trust cultureaccountabilitycommunicationcollaborationproblem-solvingadaptability