Vice President of Customer Experience

Rectangle Health

Vice President of Customer Experience leading customer support and retention strategies at Rectangle Health. Overseeing post-sale customer experience strategy across SMB to Enterprise segments.

Posted 6/19/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Hire and train all customer care and concierge team members to provide world class service.
Lead execution of the end-to-end post-sale customer experience strategy in partnership with the COO.
Own and scale all customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention.
Establish and enforce the CX operating model, including SLAs, escalation frameworks, and service standards.
Serve as a cross-functional partner, promoting a customer-centric approach across Sales, Product, Operations, and vendor interactions.
Drive customer retention strategy, including SMB-focused initiatives, proactive outreach, and lifecycle engagement programs.
Own the customer communication strategy across support functions to strengthen loyalty, transparency, and retention.
Define, track, and ensure accountability for core CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve.
Lead data-driven improvements and operational efficiency, including CRM and telephony optimization, automation, and service scalability.
Drive the future-state service model, including multi-channel support, knowledge management, workforce planning, and proactive engagement strategies.
Own budgeting, capacity planning, and cost management for the CX organization.
Act as the voice of the customer, influencing cross-functional priorities and product improvements.
Build and lead a strong CX leadership team, fostering accountability, performance, and a customer-first culture.
Provide regular updates on CX performance, risks, and initiatives in alignment with COO priorities.
Lead a team of 4-6 direct reports, with responsibility for scaling multi-layer organization over time.

Requirements

What you’ll need

Bachelor’s degree in a related field or equivalent professional experience.
10–15+ years leading customer experience or support organizations.
10–15+ years leading multi-layer teams, including Directors or equivalent leaders.
Proven ability to scale customer-facing operations across multiple channels and customer segments in B2B environments.
Deep familiarity with multi-channel support models, including chat and digital channels.
Expertise in establishing and managing service level agreements (SLAs).
Proven track record driving customer retention and reducing churn through proactive and reactive strategies.
Strong leadership and communication skills with the ability to influence cross-functional.
Demonstrated ability to operate in a fast-paced, evolving environment and adjust priorities as needed.
Track record of delivering high-quality customer service and improving customer satisfaction.
Experience managing both onsite and remote support.
Ability to lead teams with varied skillsets and levels of experience.
Ability to present effectively to senior leadership.
Ability to travel (~5-10%), typically 2-3 days every other month.

Benefits

Comp & perks

Competitive Medical Health Plans, Low, Mid, High.
Employer Paid Low Medical Plan for Employee & Dependents (HSA Eligible)
Employer Paid Dental & Vision for Employee
Employer Paid Life Insurance for Employee
Employer Paid Long-term Disability for Employee
Employer Paid Hospital Confinement for Employee ~ (If enrolled in Medical)
+ Voluntary Supplemental Insurance Coverage Options
15 days PTO & 7 Sick Days Annually
10 Fixed Paid Holidays Off Annually
401(k) Matching up to 3%

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experience strategycustomer retention strategyservice level agreements (SLAs)multi-channel supportdata-driven improvementsCRM optimizationtelephony optimizationbudgetingcapacity planningcost management

Soft Skills

leadershipcommunicationinfluencingaccountabilityperformance managementcustomer-centric approachadaptabilityteam buildingpresentation skillscross-functional collaboration

Certifications

Bachelor’s degree