SVP, Customer Experience

Rentable

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Bring an innovative, AI-first thought process to our customer experience organization. Design customer-centric processes that leverage AI, not just for efficiency gains, but as a core driver of scalable, automated programs that delight customers.
  • Lead and scale all post-sale customer-facing functions: customer success, customer support, and onboarding/implementation.
  • Build a world-class customer experience that enables rapid time-to-value, drives platform adoption, and ensures long-term retention and satisfaction.
  • Implement a tiered customer engagement model that reflects agency size, complexity, and use case diversity.
  • Establish and track key performance indicators (KPIs), including GRR, NRR, CSAT, time-to-value, etc.
  • Implement scalable systems, tools, reporting, and processes with a focus on operational rigor and efficiency. Drive data-driven decision-making and performance measurement at all levels.
  • Design customer health frameworks, account plans, and success playbooks to proactively manage risk and drive expansion.
  • Serve as a strategic advisor to customers and internal stakeholders, representing the voice of the customer across product, sales, and marketing.
  • Ensure that customers realize value as quickly as possible and maintain high satisfaction levels throughout their lifecycle.
  • Champion the voice of the customer within the organization to enhance customer experience and outcomes.
  • Create feedback loops with the Product team to inform roadmap priorities based on customer experience.
  • Foster a culture of operational rigor, accountability, and mission-driven customer partnership.

Requirements

  • 8+ years of customer-facing leadership experience in SaaS in a relevant growth stage
  • Deep experience implementing CS technologies and AI-powered solutions to reimagine workflows, eliminate manual effort, and enhance the customer experience at scale.
  • Proven experience leading post-sale functions, CS, support, and implementation in a high-growth environment.
  • Expertise in hiring, developing, and scaling high-performing teams across remote and hybrid environments.
  • Experience with customer lifecycle analytics, CS tooling, and support automation strategies.
  • Demonstrated ability to operationalize complex programs while maintaining focus on mission-critical execution.
  • Ability to communicate effectively with both technical and operational stakeholders.
  • Strategic operator capable of balancing big-picture planning with detail-level, hands-on building approach.
  • Data-driven leader with exceptional analytical skills and the ability to translate insights into actionable strategies.
  • A natural leader who creates loyalty and trust. You have the ability to energize people and teams, leading to cross-functional collaboration.
  • Strong communicator and empathetic leader who can drive cross-functional alignment and execution.
  • Bachelor’s degree or equivalent experience required; MBA preferred.
Benefits
  • Remote-First: We offer the freedom to work from home across most of the U.S. You’ll enjoy the flexibility of remote work, balanced with high-energy in-person offsites to build real connections and celebrate our wins together.
  • Competitive Compensation: We believe in hiring the best and paying accordingly. You’ll receive a competitive salary that reflects your impact and expertise.
  • Paid Time Off: Take the time you need with our flexible vacation policy and dedicated paid parental leave to support you and your family’s biggest milestones.
  • Your Health Matters: Stay healthy with high-quality Medical, Dental, and Vision insurance plans for you and your family.
  • Peace of Mind (On Us): We fully invest in your security with 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance.
  • Protection for Your Whole Crew: Access supplemental insurance for the unexpected, plus specialized coverage to keep your pets happy and healthy, too.
  • Invest in Your Future: Secure your financial goals with our 401k Program, helping you build for the long term while you help us build the company.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successcustomer supportonboardingimplementationcustomer lifecycle analyticsCS toolingsupport automationAI-powered solutionsdata-driven decision-makingkey performance indicators
Soft Skills
leadershipcommunicationstrategic thinkinganalytical skillscross-functional collaborationempathyoperational rigoraccountabilityteam developmentcustomer advocacy
Certifications
Bachelor's degreeMBA