Vice President, Customer Experience (North America)

Talkdesk; Seattle (WA); On-site; USD 288,500 - 396,500; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Paid Holidays

Equity / Long-term incentives

Job summary

Talkdesk in Bellevue, WA, seeks a strategic VP of Customer Experience to unify North America CX across Customer Success and Technical Account Management into an AI-driven, outcomes-focused function. Based in Bellevue, you will lead a multi-layered CX leadership team and drive AI adoption to maximize customer value and business impact.

You will align business value with technical execution, oversee enterprise accounts, and shape a global CX strategy while partnering with executives to translate

Qualifications

• 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS.
• Strong technical foundation with early-career experience in Product, Engineering, or Solution Architecture.
• Proven track record leading global or North America teams in high-growth environments.
• Deep expertise in cloud architecture, APIs, enterprise integrations, and AI-driven platforms.
• Experience with AI/automation adoption for enterprise customers and business value realization.
• Bachelor's degree required; MBA or advanced leadership training preferred.

Responsibilities

• Build, lead, and scale a high-performing CX leadership team across North America.
• Drive the evolution to a unified CXM model integrating business and technical skills.
• Establish career paths and competency models emphasizing AI fluency and business acumen.
• Cultivate a culture of innovation, accountability, and AI-first thinking.
• Lead the adoption and expansion of Talkdesk AI solutions across the customer base.
• Define and execute AI strategies, including automation and intelligent orchestration.
• Embed AI best practices into onboarding, adoption, and lifecycle management.
• Serve as evangelist for AI-driven customer experience transformation.
• Bridge between customer technical teams and Product & Engineering.
• Translate platform performance and AI utilization into clear business ROI.
• Oversee complex initiatives including APIs, CRM integrations, and AI-enabled workflows.
• Influence product innovation with a voice of the customer, especially in AI/automation.
• Own NA retention and expansion targets, and identify AI-led growth opportunities.
• Build and maintain C-suite relationships to position AI adoption strategically.
• Drive organizational transformation blending technical and business roles.

Skills

AI/automation adoption

Executive leadership

Cloud architecture

APIs

CRM integrations

Stakeholder management

Data-driven decisions

Strategic thinking

Executive communication

Education

Bachelor's degree

MBA or advanced leadership training

Tools

CRM systems

Job description

The Vice President, Customer Experience is a strategic, high-impact leader responsible for defining and scaling a unified customer experience model across North America. Based in Bellevue, WA, this role leads a consolidated team of Customer Experience Managers (CXMs), combining Customer Success and Technical Account Management into a single, outcome-driven function.

A core mandate of this role is accelerating adoption of Talkdesk's AI-powered solutions, ensuring customers fully realize the value of automation, intelligent routing, and AI-driven customer engagement. The VP will champion an AI-first mindset - both internally and externally - guiding customers on how to operationalize AI to transform their contact center strategies and deliver measurable business outcomes.

As a leader of leaders, this executive aligns business value with technical execution, driving seamless customer journeys that maximize adoption, retention (NRR), and expansion across complex enterprise accounts. The role requires deep technical expertise—ideally grounded in early-career experience in product, engineering, or architecture—paired with strong executive presence to engage from developers to the C-suite.

Key Responsibilities

Leadership & Organizational Strategy

• Build, lead, and scale a high-performing, multi-layered CX leadership team across North America
• Drive the evolution to a unified CXM model, integrating business and technical skill sets into a single customer-facing function
• Establish career paths and competency models emphasizing technical depth, AI fluency, and business acumen
• Cultivate a culture of innovation, accountability, and AI-first thinking across the organization

AI Adoption & Customer Transformation

• Lead the adoption and expansion of Talkdesk AI solutions across the customer base, ensuring customers leverage AI to drive efficiency and differentiated experiences
• Partner with customers to define and execute AI strategies, including automation, conversational AI, and intelligent orchestration
• Embed AI best practices into all stages of the customer lifecycle—from onboarding through expansion
• Act as an internal and external evangelist for AI-driven customer experience transformation

Customer & Technical Strategy

• Serve as the executive bridge between customer technical teams and internal Product & Engineering organizations
• Translate platform performance, AI utilization, and technical health into clear business outcomes and ROI
• Provide executive oversight on complex initiatives, including APIs, CRM integrations, and AI-enabled workflows
• Act as the voice of the customer to influence product innovation, particularly in AI and automation capabilities

Growth, Retention & Executive Engagement

• Own North America retention and expansion targets (NRR and GRR) across strategic accounts
• Partner closely with Sales and GTM leadership to identify AI-led growth opportunities
• Build and maintain C-suite relationships, positioning AI adoption as a strategic lever for business transformation
• Serve as the senior escalation point for complex technical and transformational engagements

Operational Excellence & Transformation

• Develop scalable playbooks that integrate AI adoption into onboarding, adoption, and lifecycle management
• Implement frameworks to measure technical health, AI utilization, and customer maturity
• Lead organizational transformation, integrating technical and business roles into a cohesive, AI-enabled CX model
• Drive operational rigor, consistency, and data-driven decision-making across the post-sales lifecycle

Qualifications

• 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS (CCaaS/CX platforms preferred)
• Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture
• Demonstrated experience driving AI/automation adoption for enterprise customers, with a clear understanding of how AI delivers business value
• Proven track record leading global or regional (North America) multi-tiered teams in high-growth environments
• Deep expertise in cloud architecture, APIs, enterprise integrations (e.g., CRM systems), and AI-driven platforms
• Experience supporting complex industries such as Financial Services, Healthcare/Life Sciences, and Retail
• Strong change management background, including organizational design and transformation initiatives
• Startup mindset with a bias for action, adaptability, and comfort operating in ambiguity; prior startup or high-growth company experience preferred but not required
• Exceptional executive communication skills, with the ability to influence both technical and business stakeholders
• Data-driven mindset with the ability to connect technical performance and AI adoption to financial outcomes (NRR, ROI, EBITDA)
• Bachelor's degree required; MBA or advanced leadership training preferred

Pay Range (OTE Pay)

$288,500 - $396,500

Other Types of Pay

Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance

Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Paid Time Off

Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays

Talkdesk offers 14 paid holidays each year.

Paid Sick Leave

Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Application Window

The application window is expected to close at least 10 days from the posting date. The application was posted on 04/16/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.