VP, Customer Experience

Mimecast; Massachusetts; On-site; USD 216,000 - 324,000; Full time

Job summary

A leading technology firm is seeking a Vice President of Customer Experience to lead the transformation of the customer journey. In this strategic role, you will manage every touchpoint, driving customer satisfaction and business growth. Required qualifications include 12+ years in customer experience and a proven record in leading CX transformations, especially in B2B SaaS. This position is based in Massachusetts and offers a competitive salary package.

Qualifications

• 12+ years of experience in customer experience, product management, or customer success.
• Minimum 5 years in senior leadership with cross-functional initiatives.
• Proven track record in designing and implementing CX transformations.

Responsibilities

• Define and execute a comprehensive customer experience strategy.
• Oversee Pre-Sales & Onboarding experiences to reduce friction.
• Drive continuous UX improvements across the product platform.
• Build partnerships with Customer Support, Sales, and Engineering.
• Mentor a high-performing CX team.

Skills

Strategic Vision

Data-Driven Decision Making

Cross-Functional Leadership

Customer Empathy

Communication Excellence

Change Management

Technical Acumen

Education

Bachelor’s degree

MBA or advanced degree

Job description

Overview

Vice President of Customer Experience

We are seeking an exceptional Vice President of Customer Experience to join our Product Management organization and lead the transformation of our end-to-end customer journey as we evolve from a product company to a platform organization. This strategic leadership role will orchestrate every touchpoint of the customer lifecycle—from initial legal agreements through product trials, implementation, adoption, and renewal. Reporting directly to the Chief Product Officer, you will champion the voice of the customer and drive a seamless, world-class experience that accelerates customer success and business growth.

Key Responsibilities

• Strategic Leadership: Define and execute a comprehensive customer experience strategy across the entire customer lifecycle; establish and track KPIs for customer satisfaction, product adoption, retention, and renewal rates; partner with the Chief Product Officer to align CX initiatives with product roadmap and business objectives; serve as the executive sponsor for major customer accounts and strategic initiatives.
• Customer Lifecycle Management: Oversee Pre-Sales & Onboarding experiences (trial experiences, proof-of-concept processes, procurement, ordering, and legal workflows) to reduce friction and accelerate time-to-value; lead Implementation & Adoption methodologies and programs; manage Pricing & Packaging in collaboration with cross-functional teams.
• Platform Experience: Drive continuous UX improvements across the product platform, ensuring intuitive navigation, consistent identity, access controls, design patterns, and seamless workflows; design renewal motions to maximize retention and identify expansion opportunities.
• Cross-Functional Collaboration: Build partnerships with Customer Support, Professional Services, Sales, and Engineering; translate customer feedback into actionable product initiatives and operational improvements; work with Finance and Legal to modernize commercial processes while balancing risk and speed.
• Team Leadership: Build and mentor a high-performing CX team (UX researchers, journey managers, program managers); foster a customer-centric culture and drive organizational change management; develop talent pipelines and succession plans.
• Customer Advocacy: Establish executive relationships with key customers, create advisory boards to gather insights, develop voice-of-customer programs (NPS, CSAT, health scoring), and present insights to the board and executive leadership.

Experience & Qualifications

• 12+ years of progressive experience in customer experience, product management, or customer success
• Minimum 5 years in senior leadership (Director level or above) with cross-functional initiatives
• Proven track record in designing and implementing CX transformations in B2B SaaS or enterprise software
• Demonstrated success in improving customer satisfaction, retention, and lifetime value

Skills & Competencies

• Strategic Vision and ability to align CX with business objectives
• Data-Driven Decision Making with strong analytical skills
• Cross-Functional Leadership with influence across orgs
• Customer Empathy and ability to translate insights into actions
• Communication Excellence with experience presenting to C-level and boards
• Change Management and the ability to drive cross-functional alignment
• Technical Acumen in SaaS platforms, product development, and UX/UI principles

Education

• Bachelor’s degree required; MBA or advanced degree preferred
• Certifications in CX, product management, or design thinking are a plus

Preferred Qualifications

• Experience in relevant industry verticals or adjacent markets
• Background in both startup and enterprise environments
• International experience managing global customer programs
• Familiarity with CX technologies (CRM, CX platforms, analytics tools)
• Experience building and scaling CX teams from scratch
• Thought leadership or speaking engagements at industry conferences

Reports & Stakeholders

• Reports to: Chief Product Officer
• Key Stakeholders: Chief Product Officer, Chief Product & Technology Officer, VP of Customer Success, VP of Professional Services, VP of Support, VP of Sales, VP of Engineering

Compensation & Benefits

The base salary range is $216,000 – $324,000 base, plus benefits. Some roles may be eligible for incentive plans and other benefits. Salary ranges are determined by role, level, and location, with individual pay reflecting capabilities.

Equal Opportunity

We’re proud to be an Equal Opportunity and Affirmative Action Employer. We welcome applicants from diverse backgrounds and provide accommodations on request at [e-mail]. An offer of employment is subject to successful completion of applicable background checks in accordance with local law.