VP of Customer Experience

Scoro Software; Greater London; Remote; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Stock Options Package

Health Benefits

Pension Plan

Annual Leave 28 days + holidays

Loyalty Days

Job summary

Scoro seeks a VP of Customer Experience to unify Customer Success, Onboarding, and Support, shaping scalable approaches to engage our growing customer base. You will collaborate closely with Product, Marketing, Sales, and Services to translate customer needs into actionable product and process improvements.

You’ll own customer metrics and drive data-driven decisions, while maintaining strong relationships with strategic customers and senior stakeholders in a remote UK-based setup.

Qualifications

• Experience leading Customer Success, Customer Experience or broader Customer Services functions in a B2B SaaS (or similar) company.
• Strong product thinking; translate customer feedback into Product Strategy input.
• Proven ability to build scalable processes to engage a large customer base.

Responsibilities

• Lead Scoro’s Customer Services division, covering Customer Success, Onboarding, and Customer Support, setting direction and goals.
• Build a scalable approach to customer experience and engagement across the customer base.
• Deepen understanding of customer needs and business changes, turning insights into action.
• Drive automation to reduce manual work and scale support across the customer base.
• Strengthen the link between customers and Product to inform product evolution.
• Maintain relationships with strategic customers and senior stakeholders.
• Own customer services performance using retention, adoption, health, engagement metrics.
• Bring the customer voice into Product, Sales, Marketing, and Services for better decisions.
• Introduce new ideas and frameworks to continuously improve value creation.

Skills

Customer leadership

Strong product thinking

Systems thinking

Automation mindset

Strategic customer experience

Commercial understanding

Data-driven approach

Communication & collaboration

Job description

We’re looking for a VP of Customer Experience to lead Scoro’s Customer Services division, bringing together our Customer Success, Onboarding, and Customer Support teams.

In this role, you’ll shape how we understand and engage with our growing customer base, building more systematic and scalable ways to stay close to customers and their changing needs. You’ll work closely with Product, Marketing, Sales, and Services, while driving smarter use of data and automation across the customer journey.

If you have experience leading customer-facing teams in B2B SaaS, strong product and systems thinking, and enjoy combining strategic leadership with staying close to customers, we’d love to hear from you.

You’ll report directly to our CEO, and the role is open to candidates based in the UK.

What you’ll do

• Lead Scoro’s Customer Services division, covering Customer Success, Onboarding, and Customer Support, and work closely with the Team Leads to set direction, priorities, and goals.

• Build a more systematic approach to customer experience: Develop scalable ways to understand and engage a large customer base, while ensuring we stay close to changing customer needs.

• Deepen our understanding of customers: Build better ways to understand how our customers’ businesses, needs, and ways of working are changing, and turn these insights into action.

• Drive automation: Identify where automation can improve the customer journey, reduce manual work, and help our teams support and engage a much larger part of the customer base effectively.

• Strengthen the connection between customers and Product: Develop a deep understanding of Scoro and work closely with the Product team to turn customer insights into actionable input for how our product and customer experience evolve.

• Stay close to strategic customers: Build strong relationships with key customers and senior stakeholders, understand how their businesses are evolving, and ensure Scoro continues to deliver meaningful value as their needs change.

• Own Customer Services performance: Use retention, adoption, customer health, engagement, and other relevant metrics to identify risks and opportunities and continuously improve how we work.

• Bring the customer voice into the wider business, working closely with Product, Sales, Marketing, and Services to turn customer insights into better decisions and experiences.

• Challenge and evolve how we work: Bring new ideas, frameworks, and ways of thinking to Customer Services, continuously looking for better and more scalable ways to create value for our customers.

What we’re looking for

• Customer leadership experience: Experience leading Customer Success, Customer Experience, or broader Customer Services functions in a B2B SaaS (or similar) company.

• Strong product thinking: You understand how customer problems, behavior, and feedback connect to the product, and can turn customer insight into meaningful input for Product Strategy and the wider business.

• Systems thinking: A track record of building or improving scalable ways to understand, engage, and support a large customer base rather than relying primarily on high-touch, one-to-one interactions.

• Automation mindset: You naturally look for opportunities to use technology, automation, and AI to make customer-facing teams more proactive, efficient, and scalable.

• Strategic customer experience: You’re comfortable staying hands-on with important customers and building relationships with senior stakeholders, even in a senior leadership role.

• Commercial understanding: You have a strong grasp of SaaS customer metrics and the drivers behind retention, churn, adoption, and expansion.

• Data-driven approach: You can bring together quantitative and qualitative signals to understand what is happening across the customer base and turn insights into action.

• Strong communication & collaboration: You can challenge existing thinking, bring people with you, and work effectively across Product, Sales, Marketing, and other teams.

Bonus points for

• Product experience: Previous experience working in Product or in a role with significant product ownership or product development responsibilities.

• Hands-on automation experience: Experience introducing AI, automation, or self-service solutions into Customer Success, Onboarding, or Support.

Here’s what awaits you at Scoro

• Possibility to Make an Impact: Work on a meaningful, globally used product that helps businesses streamline their workflows and achieve more.

• Stock Options Package: Be part of Scoro’s growth and share in our success.

• Health Benefits: AXA health insurance, three paid medical days, and covered mental health services.

• Pension Plan: We offer a pension plan through Smart Pension, including an employer contribution.

• Annual Leave: 28 working days per year, plus bank holidays.

• Loyalty Days: 1-5 extra holiday days per annum based on tenure.

• Work Where You Thrive: Our UK team is fully remote, occasionally meeting in London for co-working sessions.

• Home Office Setup Allowance for setting up your remote home office.

• Paid Maternity & Paternity Leave: 12 weeks of maternity and 8 weeks of paternity leave after 12 months of tenure.

• Global Gatherings: Travel to Estonia for top management meetings and a bi-annual company-wide event.

• Continuous Learning: Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.

• A Unique Company Culture: A diverse international team built on trust, teamwork, and laughter. Get a glimpse of life at Scoro on Instagram and Scoro's Blog.

Please know

that at Scoro, we're an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.