VP, Customer Experience: CX Transformation Leader

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

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.