Vice President of Customer Experience

Pantomath Inc; Cincinnati (OH); Remote; USD 150,000 - 250,000; Full time

Job summary

Pantomath Inc, a leading SaaS startup, is seeking a Vice President of Customer Experience to drive customer-centric programs and lead a high-performing team. This role involves designing a Customer Experience roadmap, managing customer health, and ensuring revenue retention. The ideal candidate will have extensive experience in customer experience leadership within high-growth SaaS environments and a passion for innovation.

Benefits

Remote-first flexibility

Competitive compensation and benefits

Career runway in a growing company

Collaborative and inclusive culture

Qualifications

• 10+ years in Customer Experience or related functions in SaaS.
• 5+ years at VP or Senior Director level.
• Proven success in scaling CX teams.

Responsibilities

• Design and execute a data-driven Customer Experience roadmap.
• Build and mentor a world-class CX organization.
• Lead implementation projects and manage stakeholder relations.

Skills

Leadership

Customer Experience

Data-Driven Decision Making

Stakeholder Engagement

Retention Strategy

Job description

About Pantomath

Pantomath is one of today’s fastest-growing SaaS startups, redefining automated data operations, pipeline observability, traceability, and reliability for enterprises. Our venture-backed platform empowers Fortune 500 companies to make faster, smarter decisions—with confidence. Join us and shape the future of data operations while accelerating your own career growth.

The Opportunity

We’re searching for a visionary Vice President of Customer Experience who can scale customer-centric programs, inspire high-performing teams, and turn satisfied users into strong references.

Responsibilities

Customer Success Strategy & Leadership

• Design and execute a data-driven Customer Experience (CX) roadmap aligned to Pantomath’s OKRs.

• Build, mentor, and retain a world-class CX organization (Onboarding, Adoption, Support, Renewals, Advocacy).

• Champion a culture of accountability, transparency, and customer-centric innovation across Sales, Product, Engineering, and Marketing.

Lifecycle Management & Customer Health

• Architect frictionless journeys—from kickoff and onboarding to renewal and expansion—for enterprise and mid-market customers.

• Lead implementation projects, managing timelines, internal and external dependencies, and stakeholder relations.

• Deploy health-scoring, usage analytics, and proactive risk-mitigation playbooks to reduce churn.

• Serve as the executive sponsor for strategic accounts, converting feedback into measurable product improvements.

Revenue Retention, Upsell & Expansion

• Own renewal processes and partner with Revenue teams to uncover upsell/cross-sell opportunities that boost Net Revenue Retention (NRR).

• Source and amplify customer success stories, case studies, and references to fuel demand-gen channels.

Voice of the Customer & Product Partnership

• Translate customer insights into actionable product roadmap recommendations.

• Collaborate with Product & Engineering to influence feature priorities that maximize adoption and value realization.

Qualifications

• 10+ years leading Customer Experience or related post-sales functions in high-growth SaaS environments; 5+ years at the VP or Senior Director level.

• Proven success scaling CX teams supporting complex enterprise software deployments.

• Demonstrated ability to own retention P&L and exceed NRR targets.

• Executive presence with storytelling ability—able to engage C-suite stakeholders and internal teams alike.

• Strong understanding of enterprise software and its impact on business operations.

• Passion for startup velocity, agility, and a “roll-up-your-sleeves” leadership style.

Why Pantomath

• Mission with momentum: pioneering data reliability for industry giants.

• Remote-first flexibility

• Competitive compensation and benefits.

• Career runway in a company where you can still see—and shape—the top.

• Collaborative, inclusive culture that values curiosity, humor, and continuous learning.

Pantomath is an Equal Opportunity Employer. We do not discriminate on the grounds of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid to them. Employment at Pantomath is contingent upon satisfactory proof of an employee's right to work in the U.S., as required by law and upon completion of a pre-employment screening. Employment at Pantomath is considered "at will," meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.