Vice President Customer Experience

Headlines:

• VP, Customer Experience - Global Business
• Remote, will need to be based East Coast Canada

We're supporting our client to hire a strategic, visionary leader to shape the future of their customer experience. As VP of Customer Experience, you will report directly to the CEO and lead their global Account Management and Customer Support teams, uniting them under a single, high‑impact CX strategy that drives retention, expansion, and customer advocacy.

This is a pivotal role for an executive who blends operational excellence with forward‑thinking innovation, using technology, data, and AI to build scalable, world‑class customer experiences.

What You Will Lead

• Develop and execute a customer experience strategy aligned with company growth and market positioning
• Partner with the executive team on product roadmap, GTM strategy, and business planning
• Own customer lifecycle metrics including NPS, CSAT, retention, time‑to‑value, expansion revenue, and CLV
• Represent the voice of the customer at the executive level
• Lead and scale Account Management and Support teams
• Build operational frameworks, playbooks, and processes for high‑quality service delivery
• Establish SLAs and KPIs balancing customer satisfaction with efficiency
• Oversee escalation management and resource allocation
• Drive adoption of CX technology platforms and leverage AI, automation, and self‑service
• Build data‑driven insights to predict customer health and identify expansion opportunities
• Foster a customer‑obsessed culture with clear development pathways
• Drive cross‑functional collaboration across Sales, Product, Marketing, and Engineering
• Develop segmentation strategies and customer reference programs

What You Bring

• Experience of progressive CX leadership, including experience at VP or equivalent level
• Proven success scaling customer experience functions in high‑growth tech environments (SaaS/software/services)
• Experience leading global, multi‑functional teams
• Strong executive presence and communication skills
• Deep knowledge of customer success methodologies and service delivery frameworks
• Expertise with CX platforms
• Strong analytical and strategic capabilities
• Background in product‑led growth, digital engagement, and customer journey orchestration
• Exceptional people leadership and change management experience
• Ability to influence cross‑functionally and connect CX strategy to business outcomes

If youre passionate about building transformative customer experiences and leading high‑performing teams, wed love to speak with you.