Chief Customer Experience & Growth Leader (Remote)

Jobgether SRL; United States; On-site; USD 215,000 - 250,000; Full time

Benefits offered by this job

Annual bonus eligibility

Flexible PTO

Medical, dental, and vision insurance

401(k) with employer match

Remote work in United States

Job summary

Jobgether SRL, listed on behalf of a partner company, seeks a Vice President, Customer Experience based in the United States. You will define and execute a scalable customer experience strategy across Customer Success, Support, Managed Services, and Sales, balancing human engagement with AI to improve adoption, retention, and revenue expansion.

As a member of the senior leadership team, you will shape business strategy, lead customer-facing groups, and partner with Product and Marketing to craft

Qualifications

• 12+ years of experience in Customer Success, including 4+ years in leadership managing large B2B SaaS accounts.
• Proven experience scaling CS orgs in high-growth SaaS environments and driving GRR and NRR.
• Strong executive and people leadership capabilities, including second-line management, coaching, mentoring, and developing leaders and teams.
• Demonstrated ability to build cross-functional relationships and drive revenue growth through a customer-centric operating model.
• Deep expertise in customer lifecycle management, renewal strategies, customer health metrics, adoption, and retention.
• Experience designing technology-enabled or tech-touch CS programs for large customer populations is preferred.
• Strong proficiency with CRM platforms, particularly Salesforce, along with CS software experience.
• Strong business acumen and analytical skills; translate insights into actionable strategies.
• Balance customer advocacy with commercial objectives and sustainable growth.
• Experience operating in fast-paced, high-growth SaaS environments with complex stakeholders.

Responsibilities

• Develop and execute a comprehensive CS and Support strategy focused on adoption, retention, and customer value using human and AI-enabled experiences.
• Build and launch a Managed Services function, with strategy, structure, and scalable execution for platform transitions.
• Oversee Sales to maximize performance and contribute to revenue growth with proper resources and support.
• Participate as a senior leader shaping company strategy and culture across the organization.
• Partner with Product and Marketing to create an end-to-end customer journey and identify renewal/expansion opportunities.
• Establish proactive health and engagement programs to mitigate churn and maximize value realization.
• Scale programs across human and tech touchpoints, using automation and AI where appropriate while preserving meaningful human interaction.
• Advocate for customer needs, influencing product priorities and strategic decisions.
• Build, coach, and mentor high-performing teams with clear accountability on KPIs.
• Continuously optimize processes, standardize playbooks, and use analytics to drive efficiency and growth.

Skills

Customer Success Leadership

SaaS

Revenue Growth

Cross-functional Leadership

CRM (Salesforce)

Data-driven Decision Making

Executive Communication

People Development

Strategic Planning

Renewal Strategy

Tools

Salesforce

Job description

Jobgether SRL, listed on behalf of a partner company, seeks a Vice President, Customer Experience based in the United States. You will define and execute a scalable customer experience strategy across Customer Success, Support, Managed Services, and Sales, balancing human engagement with AI to improve adoption, retention, and revenue expansion.

As a member of the senior leadership team, you will shape business strategy, lead customer-facing groups, and partner with Product and Marketing to craft