Appcues is seeking a VP of Customer Experience to own and elevate the end-to-end customer journey. This leadership role is pivotal in shaping how we deliver value, foster loyalty, and support our customers' growth.
What You'll Do
- Define and execute the strategic vision for customer experience, including success, support, and services.
- Build and lead high-performing teams focused on customer satisfaction, retention, and advocacy.
- Establish metrics, processes, and systems to continuously improve customer outcomes and operational efficiency.
- Partner with Sales, Product, and Marketing to ensure a cohesive and valuable customer lifecycle.
- Act as the ultimate point of escalation for critical customer issues, ensuring swift and effective resolution.
What We're Looking For
- 10+ years of progressive leadership experience in customer-facing roles, including 5+ years in a VP-level or equivalent position.
- Proven track record of building and scaling customer success, support, or experience functions in a B2B SaaS environment.
- Deep expertise in customer journey mapping, lifecycle management, and churn reduction strategies.
- Strong analytical skills with experience using data to drive decisions, improve processes, and report on business impact.
- Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels.
Appcues is an equal opportunity employer.
