VP of Customer Experience (Global SaaS)

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

One of my client, a category-defining SaaS company entering a new phase of scale.

With a strong product foundation and international footprint, the business is evolving from rapid expansion to a more mature phase focused on delivering exceptional customer experiences at scale. As part of this journey, they are looking to appoint a VP of Customer Experience to redefine and elevate the end-to-end customer journey globally.

This is a pivotal leadership role, designed to ensure that customer experience becomes a true competitive advantage and a core driver of long-term growth.

The Opportunity

You will own and shape the entire customer experience across the lifecycle—from onboarding to long-term engagement-bringing consistency, quality, and strategic intent to every touchpoint.

This role goes beyond traditional Customer Success. It is about designing a seamless, high-impact experience that drives loyalty, advocacy, and sustainable growth.

You will sit at the intersection of customer, product, and operations, ensuring that the voice of the customer is embedded into how the company builds, delivers, and evolves its offering.

What You Will Be Solving

• How to deliver a consistent, high-quality customer experience across multiple markets
• How to move from reactive support to proactive, insight-driven engagement
• How to scale personalised experiences without losing efficiency
• How to embed customer feedback into product and company decisions
• How to align teams around a shared vision of customer excellence

Your Impact

You will lead and evolve a global customer organisation, setting a clear vision for what great customer experience looks like—and ensuring it is delivered consistently.

You will bring structure, clarity, and ambition to how customer-facing teams operate, elevating both performance and mindset.

You will act as the Voice of the Customer at executive level, influencing strategic decisions across product, go-to-market, and operations.

Most importantly, you will help transform customer experience from a function into a core pillar of the company's identity and growth strategy.

What Success Looks Like

Success in this role is defined by building a customer experience that is:

• Consistent, scalable, and high-quality across all touchpoints
• Deeply aligned with customer needs and expectations
• A driver of long-term loyalty and advocacy
• Embedded into product development and company strategy
• Powered by high-performing, engaged teams

The Profile

This role requires a leader who combines customer obsession with operational excellence

You have built and scaled customer experience or customer success organisations within high-growth SaaS environments, and understand the complexity of delivering quality at scale.

You think in systems, not silos - connecting customer journeys, internal processes, and product evolution into one coherent experience.

You are both strategic and hands-on, capable of defining a long-term vision while also driving execution on the ground.

You bring strong leadership presence, with the ability to influence at executive level and inspire teams across regions.

Above all, you believe that exceptional customer experience is not a support function - it is a growth engine.