VP of Customer Experience

Workiva Inc.; Washington; Hybrid; USD 150,000 - 200,000; Full time

Benefits offered by this job

Reliable internet access for remote work

Commitment to reasonable accommodations for disabilities

Job summary

Workiva Inc. seeks a dynamic Vice President of Customer Experience in Washington to lead global Support and Digital Engagement teams. You will define a digital-first customer experience that enhances customer satisfaction.

With 15+ years in related roles, the ideal candidate will manage multi-channel support and operational excellence, ensuring a cohesive experience across customer segments. You will also develop and empower a diverse global team focused on innovation. A passion for customer-centric solutions is essential.

Qualifications

• 15+ years of experience in Customer Experience, Support, Enablement, or related SaaS leadership roles.
• Experience building and scaling thriving online communities.
• Strong operational acumen with the ability to build systems and processes.

Responsibilities

• Lead a global Technical Support organization focused on high-quality omnichannel support.
• Oversee Customer Enablement, including onboarding programs and scalable education experiences.
• Develop a high-performing, diverse global team fostering a culture of data-driven decision-making.

Skills

Customer Experience Leadership

Multi-channel Support Management

Customer Education and Learning Design

Community Building

AI-Powered Support

Job description

About the Role

Reports to: SVP Success, Support & Enablement

We are seeking a dynamic and visionary Vice President of Customer Experience to lead our global Support, Enablement, Community, and Digital Engagement teams. This leader will be responsible for shaping a unified, digital‑first customer experience that accelerates value, scales efficiently, and delights customers at every moment of their journey. This role is the strategic counterpart to our VP of Customer Success and VP of Solution Success. Together they will define and deliver a consistent, proactive, and outcome‑based experience across all customer segments.

Responsibilities

• Lead a global, multi‑tier Technical Support organization focused on high‑quality, omnichannel support experiences; drive operational excellence using metrics such as CSAT, CES, deflection, FRT, FCR, utilization, and cost‑to‑serve.
• Expand and optimize self‑service and hybrid experiences, AI‑assisted support workflows, and automated troubleshooting; partner closely with Product and Engineering to resolve escalations and influence roadmap priorities.
• Oversee Customer Enablement, including onboarding programs (in partnership with VP Solution Success), learning paths, curriculum design, certification, and scalable education experiences.
• Lead Field Enablement to ensure CSMs, Solution Success, Support Engineers and supporting teams have the skills, messaging, and tools to drive adoption and deliver value.
• Build an integrated enablement strategy that aligns product launches, success motions, and customer lifecycle milestones.
• Build a digital‑first experience strategy leveraging automation, in‑product guidance, campaigns, webinars, and AI‑powered journeys.
• Own scaled content and knowledge management across CX (KCS, LMS, taxonomy, search optimization, content freshness).
• Partner with Product, Marketing, and Customer & Solution Success to deliver cohesive digital programs that reduce friction and accelerate time‑to‑value.
• Lead the strategy for our online customer community—expanding user‑led engagement, best‑practice sharing, thought leadership, and peer‑to‑peer problem‑solving.
• Develop community programs that fuel product adoption, reduce support volume, and mobilize customer advocates.
• Oversee customer‑facing communications, including release notes, product updates, incident communications, migrations, and lifecycle messaging.
• Establish a governance model for customer communications to ensure quality and reduce noise.
• Define and operationalize a unified CX operating model built on simplicity, consistency, and scale.
• Partner with Customer & Solution Success leadership to create seamless transitions and shared insights across Support, Digital, Community, and Success teams.
• Drive insight‑to‑action loops by leveraging C360 intelligence, product telemetry, support analytics, and customer feedback.
• Lead capacity planning, workforce management, tooling strategy, process excellence, and CX‑level metrics.
• Develop a high‑performing, diverse global team with strong leadership at all levels; foster a culture of collaboration, customer obsession, data‑driven decision‑making, and continuous improvement.
• Champion AI adoption and digital fluency across all teams to improve productivity and customer outcomes.

Qualifications

• 15+ years of experience in Customer Experience, Support, Enablement, or related SaaS leadership roles.
• Proven success running large‑scale, multi‑channel support organizations and/or digital CX programs.
• Demonstrated expertise in customer education, learning design, and field readiness.
• Experience building and scaling thriving online communities.
• Strong background in customer communications, ideally in SaaS or complex product environments.
• Deep understanding of digital engagement, automation, AI‑powered support, and scaled success motions.
• Strong operational acumen with the ability to build processes, systems, and operating rhythms that scale.
• Highly empathetic leader with excellent communication, executive presence, and cross‑functional influence with Product, Engineering, Marketing and Business Technology leaders.
• A passion for building simple, intuitive experiences that help customers realize value quickly.

Working Conditions & Physical Requirements

Reliable internet access for any period of time working remotely, not in a Workiva office.

Employment Equity Statement

Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic. Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [e-mail].