Global VP, Customer Experience & Growth

Ersilia; Barcelona; On-site; EUR 140,000 - 190,000; Full time

Job summary

Ersilia is seeking a VP of Customer Experience to redefine the end-to-end journey globally and turn CX into a growth engine for a category-defining SaaS company. You will own the global customer lifecycle, from onboarding to advocacy, shaping strategies that scale across markets.

You will sit at the intersection of customer, product, and operations, building a high-performance, metrics-driven organization and embedding the voice of the customer into product decisions and GTM plans.

Qualifications

• Experience building and scaling customer experience or customer success org in high-growth SaaS.
• Strong analytical mindset with metrics to drive retention, expansion and advocacy.
• Proven ability to partner with product, sales and marketing at executive level.

Responsibilities

• Define and execute a global CX strategy across onboarding, adoption and retention.
• Lead and scale a world-class customer organization with a focus on metrics.
• Embed Voice of the Customer into product roadmap and go-to-market decisions.
• Collaborate with product, engineering and operations to deliver a consistent, high-quality experience.

Skills

CX leadership

SaaS experience

Cross-functional leadership

Executive communication

Strategy & growth

Job description

Ersilia is seeking a VP of Customer Experience to redefine the end-to-end journey globally and turn CX into a growth engine for a category-defining SaaS company. You will own the global customer lifecycle, from onboarding to advocacy, shaping strategies that scale across markets.

You will sit at the intersection of customer, product, and operations, building a high-performance, metrics-driven organization and embedding the voice of the customer into product decisions and GTM plans.