Vice President, Customer Experience

Ladders; United States; Remote; USD 215,000 - 250,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Paid Holidays and Floating Holidays

Comprehensive medical, dental, and VIS

401(k) with employer match

2 days of paid time off to volunteer

Paid parental leave

Wellhub/Peloton subsidies

Fertility and family-building benefits

Job summary

Ladders is seeking a Vice President, Customer Experience to lead a scalable CX strategy for a large B2B SaaS environment. This remote role will guide customer success, support, and managed services while partnering with product, marketing, and sales to drive adoption, retention, and long-term value.

The executive will build health programs, reduce churn, and influence renewal strategies, shaping the end-to-end customer journey from first engagement to long-term value.

Qualifications

• 12+ years in Customer Success, including 4+ years in leadership for large B2B SaaS accounts.
• Proven success scaling Customer Success teams in high-growth environments and driving GRR and NRR.
• Strong leadership skills with experience mentoring and developing teams.
• Demonstrated success in cross-functional collaboration and revenue growth through customer-centric strategies.
• Expertise in customer lifecycle management and renewal strategies.
• Experience with tech-touch customer success programs for large customer bases preferred.
• Proficiency with CRM tools, especially Salesforce, and familiarity with customer success software.

Responsibilities

• Drive a scalable Customer Success and Support strategy to enhance product adoption and retention using AI and human support.
• Create and operationalize a managed services department for smoother transitions from other platforms.
• Oversee the sales organization, providing support and systems to boost revenue growth.
• Contribute to company strategy as part of the senior leadership team and foster a cohesive culture.
• Collaborate with product and marketing to optimize the customer journey from initial engagement to long-term retention.
• Build proactive customer health programs to monitor metrics, reduce churn, and maximize lifetime value.
• Scale customer experience strategies across human and tech interactions to improve satisfaction and retention.

Skills

Customer Success

Leadership

Cross-functional collaboration

Revenue growth

Tools

Salesforce

Job description

For our client, we are seeking a Vice President, Customer Experience to join the team of a leader in the Enterprise Technology space.

This executive will shape a scalable customer experience strategy that drives adoption, retention, and long-term customer value across a large B2B SaaS environment. The role will lead customer success, support, and managed services efforts while partnering closely with product, marketing, and sales to improve the end-to-end customer journey. It is a highly cross-functional leadership position with direct influence on revenue growth, churn reduction, and the overall customer lifecycle.

Location: Remote

Compensation: $215,000 – $250,000 annually

Responsibilities

• Drive a scalable Customer Success and Support strategy to enhance product adoption and retention using AI and human support.
• Create and operationalize a managed services department for smoother transitions from other platforms.
• Oversee the sales organization, providing support and systems to boost revenue growth.
• Contribute to company strategy as part of the senior leadership team and foster a cohesive culture.
• Collaborate with product and marketing to optimize the customer journey from initial engagement to long-term retention.
• Build proactive customer health programs to monitor metrics, reduce churn, and maximize lifetime value.
• Scale customer experience strategies across human and tech interactions to improve satisfaction and retention.

Qualifications

• 12+ years in Customer Success, including 4+ years in leadership for large B2B SaaS accounts.
• Proven success scaling Customer Success teams in high-growth environments and driving GRR and NRR.
• Strong leadership skills with experience mentoring and developing teams.
• Demonstrated success in cross-functional collaboration and revenue growth through customer-centric strategies.
• Expertise in customer lifecycle management and renewal strategies.
• Experience with tech-touch customer success programs for large customer bases preferred.
• Proficiency with CRM tools, especially Salesforce, and familiarity with customer success software.

Benefits

• Flexible Paid Time Off
• Paid Holidays and Floating Holidays
• Comprehensive medical, dental, and vision plans with employer contributions
• 401(k) with employer match
• 2 days of paid time off to volunteer
• Paid parental leave
• Membership subsidies for Wellhub and Peloton
• Fertility and family-building resources through Carrot