VP Customer Experience

Alex Partners; Occitanie; Sur place; EUR 180 000 - 240 000; Plein temps

Résumé du poste

Alex Partners is seeking a VP of Customer Experience to own the post-sale journey and lead a distributed, multilingual team across regions. You’ll shape strategy, establish rigour, and scale the global service organisation to support growth in US markets.

Based in Europe, you will drive operational excellence, partner with product and marketing, and travel internationally to align CX with business goals while maintaining client satisfaction and retention.

Qualifications

• Seasoned CX or post-sale leader in B2B SaaS or software.
• Experience scaling operations in new markets; US exposure a plus.
• Strong strategic thinker who drives teams forward.
• Fluent in French and English.

Responsabilités

• Own the post-sale customer journey and CX strategy across regions.
• Build, develop and retain multilingual teams globally.
• Align CX with product and marketing roadmaps.
• Ensure seamless transitions across service delivery, support and customer success.
• Travel internationally to engage with clients and partners.
• Define and monitor global CX KPIs and drive improvements.

Connaissances

Leadership

Strategic thinking

B2B SaaS experience

Multilingual teams

Description du poste

Our client is a high growth, B2B SaaS business, headquartered in Europe. Operating in the Healthcare and Pharma markets, serving clients across multiple international markets through a partner-driven distribution model, the organisation combines deep domain expertise with a scale-up culture. As part of a broader international expansion — with a particular focus on the US market — the company is growing its leadership team.

The Role

Reporting directly to the Chief Operating Officer, the VP of Customer Experience will take full ownership of the post-sale customer journey and lead a distributed, multilingual team across multiple regions. This role is designed to bring strategic direction, rigour, and scalability to the company's global service organisation.

Key responsibilities include:

• Building, developing and retaining high-performing multilingual teams across regions
• Channel customer insight into the product and marketing roadmap
• Taking full ownership of the post-sale customer journey from contract signature onwards
• Ensuring seamless client transitions across service delivery, technical support, and client success functions
• Acting as a key external-facing leader with regular international travel
• Building and deploying a scalable CX framework to sustain service quality through international growth
• Monitoring performance through shared global KPIs and driving continuous improvement

Candidate Profile

We are looking for a seasoned CX or post-sale leader from the B2B SaaS or software sector, based in Europe with experience of:

• Entering and scaling operations in new markets — US exposure a strong plus
• Background managing international service organisations, ideally at VP or Director level
• A natural leader who brings clarity, challenges the status quo, and drives teams forward
• Senior leadership experience in post-sale or customer success within a B2B SaaS or software environment
• Ability to operate strategically while staying close to execution
• Comfortable with P&L accountability and cost-efficient service delivery
• Fluent in both French and English — mandatory for this role