Trustwell

VP of Customer Experience – Operations

Trustwell

full-time

Posted on:

Location Type: Remote

Location: North Carolina • United States

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Salary

💰 $140,000 - $150,000 per year

Job Level

Lead

About the role

  • Own execution and outcomes for Customer Support, Customer Success Management, and Customer Experience through direct leadership of functional leaders.
  • Lead and coach the Director of Operations (Support), Customer Success Team Lead, and Customer Experience Manager to drive performance, accountability, and consistency.
  • Define and execute a segmented customer experience and customer journey strategy across enterprise, mid-market, and SMB customers.
  • Design and implement AI-enabled capabilities, including chat, self-service, workflow optimization, and AI-assisted ticket handling, to scale support operations and improve customer experience.
  • Establish and operationalize 1-to-many customer success engagement and support models for SMB and mid-market customers.
  • Own the customer enablement strategy, including education programs, self-service resources, and ongoing adoption initiatives, through direct leadership of the Customer Enablement function.
  • Lead customer health strategy, including usage monitoring, health scoring, risk identification, and proactive engagement.
  • Establish operating rhythms, KPIs, dashboards, and reporting, including call and ticket review programs, to provide visibility into customer experience and team performance & effectiveness.
  • Identify operational gaps, inefficiencies, and risks and take direct action to resolve them.
  • Support growth initiatives by scaling people, processes, and systems in alignment with business objectives.
  • Partner cross-functionally with Product, Engineering, Sales, Account Management, Professional Services, and Onboarding to ensure seamless handoffs and a consistent post-sale experience.
  • Perform other duties as assigned.

Requirements

  • Proven experience building and operationalizing both Customer Support and Customer Success functions within a SaaS organization, with hands-on management responsibility.
  • Exceptional problem-solving and decision-making skills, with a strong focus on continuous improvement and operational excellence.
  • Demonstrated experience implementing AI to materially improve customer experience, augment ticket handling, and scale without linear headcount growth.
  • Builder-operator mindset with a track record of implementing Support and CSM programs, including tooling, processes, reporting, and continuous feedback loops.
  • Strong, practical experience in translating customer journeys into operational processes, cross-functional handoffs, and measurable improvements across the customer lifecycle.
  • Passionate about delivering an exceptional customer experience and driving customer success.
  • Strong analytical and data-driven decision-making skills with demonstrated ability to implement KPI frameworks, dashboards, and operating cadences that drive accountability and continuous improvement
  • Excellent cross-functional communication and stakeholder management skills.
Benefits
  • Full healthcare benefits, including medical, dental, and vision.
  • Supplemental benefits, including STD, LTD, HSA, 401k, etc.
  • Responsible Time Off (PTO) + Holiday Pay
  • Competitive Compensation + Bonus!
  • Excellent culture, growth opportunities, plus much more...
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportcustomer success managementcustomer experienceAI-enabled capabilitiesworkflow optimizationKPI frameworksdashboardsoperational processesticket handlingSaaS
Soft Skills
leadershipcoachingproblem-solvingdecision-makingcontinuous improvementanalytical skillsdata-driven decision-makingcross-functional communicationstakeholder managementpassion for customer experience