Vice President, Customer Experience

Absolute Software; Remote; CAD 150,000 - 200,000; Full time

Job summary

A leading cybersecurity firm is seeking a Vice President, Customer Experience to drive customer satisfaction and retention. You will lead customer success teams, develop strategic programs, and enhance the customer journey. With a focus on innovation and collaboration, this role demands extensive experience in Customer Experience leadership within an enterprise SaaS context. Ideal candidates will have a proven track record of expanding customer accounts and relationships, alongside a strong technical aptitude. Join us in shaping the future of security!

Benefits

Work from Anywhere flexibility

Health and wellness programs

Professional development opportunities

Qualifications

• 10+ years’ experience in Customer Experience leadership for an enterprise SaaS organization.
• Strong track record expanding customer accounts and relationships.
• Experience enhancing customer community-oriented programs.

Responsibilities

• Drive broad adoption of Absolute's products and services.
• Develop programs to improve customer satisfaction and retention.
• Manage global teams focused on customer operations and success.

Skills

Customer Experience leadership

Customer Success strategy

KPI management

Technical aptitude

Job description

Vice President, Customer Experience

As a critical part of Absolute Security’s leadership team, the Vice President, Customer Experience ( “VP” ) is principally responsible for driving broad adoption of Absolute portfolio of products and services, while driving customer retention and growing customer lifetime value. The role provides overall leadership for multiple customer functions – including Customer Success, Customer Programs, and Customer Support. This role includes strategic leadership and functional management of a global team.

As an innovative and collaborative leader, the VP will define the customer journey and develop programs to accelerate product adoption and expansion throughout the journey. You will be responsible Absolute’s customer satisfaction (NPS) and will contribute directly to gross retention and net retention, amongst other key metrics.

Acting as the Voice of Customer, you will participate in meetings with leadership across the Sales, Marketing and Product organizations, providing insights on customer blockers and drivers, to deliver impactful feedback.

What You’ll Do

• Building and enhancing key customer programs, aligned to growth strategy, product enhancements, company campaigns, or acquisitions
• Championing a customer-first culture, ensuring every interaction strengthens loyalty and retention
• Managing, operating, and scaling the customer success, professional services, managed services, customer programs, and customer/technical support, ensuring seamless onboarding, adoption, and long-term retention and growth
• Reviewing our customer experience strategy to enhance the overall customer lifecycle
• Reviewing, enhancing, and communicating key operational processes for customer workflows with cross department business leaders
• Creating a growing professional services / consulting practice, aligned to industry leading metrics and operating principles, and augmented by partner-driven services
• Driving AI initiatives, leveraging automation and AI-driven analytics to improve efficiency
• Building strong internal and external relationships, acting as a trusted advisor to help clients achieve business goals
• Conducting regular business reviews to align on performance, outcomes, and future opportunities
• Managing the strategy, to review, replace or launch key systems and tools across the department
• Tracking and maintaining customer metrics, including health scores, customer adoption, NPS, NDR, and retention rates
• Maintaining a data-driven approach, using customer insights to drive decisions
• Driving proactive outreach strategies to maximize customer value
• Managing and mentoring the segment leaders, handling critical escalations and department career development
• Facilitating cross-functional coordination within and outside the department, to communicate key initiatives/projects, resolve any issues, and ensure overall alignment
• Supporting escalation management processes to effectively handle critical customer issues
• Working closely with cross-functional leaders to define the ideal customer journey, value delivery methodology, and operational models
• Building and leading a high-performing global team
• Ensuring optimal customer segmentation, refining customer programs and engagement models
• Maintaining a robust customer feedback loop, leveraging insights to inform the product roadmap, support processes, and customer experience improvements
• Protect the security and privacy of Absolute and its customers

What You’ll Bring

• 10+ years’ experience in Customer Experience leadership for an enterprise SaaS organization
• Experience leading Customer Experience and/or Customer Success in an organization with a multi-product portfolio, with focus on customer expansion and growth
• Strong track record expanding customer accounts and relationships
• Experience designing and/or enhancing customer community-oriented programs
• Expert-level knowledge of industry-leading customer management models
• Experience operating a healthy services and/or consulting practice
• Innate knowledge of customer success and support KPIs
• Strong technical aptitude/orientation, showing an ability to understand key product offerings and use cases
• Demonstrable business acumen and experience with support/success budgeting models
• Strong track record in customer management, including executive escalation management
• Previous experience coaching business unit leaders
• Preference will be given to candidates with a cybersecurity background

Why Work For Us

You’re resilient and passionate about securing the Work from Anywhere era. So are we.

We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.

Headquartered in Seattle, Washington with international offices in Vancouver – BC, Austin – TX, Ankeny – IA, Reading – UK and Ho Chi Minh City – Vietnam, Absolute Security accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.

Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 Recognized Absolute as a Leader in the Summer 2025 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines.

To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel.