VP of Customer Experience & Growth Operations

Antithesis; Vienna (VA); On-site; USD 215,000 - 265,000; Full time

Job summary

Antithesis is seeking a strategic Vice President of Customer Experience to lead and scale the operational backbone behind our customer journey—from pre-sales through renewal. You will partner with Sales, Product, Engineering, Finance, and executives to deliver a seamless, high-quality experience while enabling the business to scale efficiently.

The ideal candidate blends strategic thinking, hands-on leadership, and a track record in high-growth SaaS environments.

Qualifications

• Lead and scale customer operations in a high-growth SaaS/tech environment.
• Build scalable processes and systems across pre-sales to renewal cycles.
• Demonstrate strong analytical mindset and data-driven decision making.

Responsibilities

• Own and optimize end-to-end customer lifecycle operations.
• Partner with CS, Support, Sales, and PM/Ops leaders to improve outcomes.
• Build and scale operations infrastructure, tooling, forecasting and health scoring.
• Establish and track metrics like retention, churn, NPS/CSAT and product adoption.
• Lead capacity planning and resource modeling across customer-facing teams.
• Develop executive dashboards and business reviews for leadership.

Skills

Strategic leadership

Operational excellence

Data-driven decision making

Cross-functional collaboration

Customer lifecycle optimization

Stakeholder management

Communication skills

People management

Tools

Salesforce

Gainsight

Zendesk

HubSpot

Job description

Antithesis is seeking a strategic Vice President of Customer Experience to lead and scale the operational backbone behind our customer journey—from pre-sales through renewal. You will partner with Sales, Product, Engineering, Finance, and executives to deliver a seamless, high-quality experience while enabling the business to scale efficiently.

The ideal candidate blends strategic thinking, hands-on leadership, and a track record in high-growth SaaS environments.