Vice President of Customer Experience

About the role

The will own the design, execution, and continuous improvement of the end-to-end operational machinery that powers the customer journey. This role is responsible for ensuring that the systems, processes, and data structures supporting customer interactions are reliable, efficient, and strategically aligned with business growth. You will act as the central architect of the customer operations backbone, enabling seamless transitions between sales, onboarding, success, and support. The position requires a leader who can balance high-level strategic vision with the granular details that drive predictable execution. You will be accountable for the health and scalability of the customer lifecycle infrastructure as the business scales. This includes defining how teams collaborate, how information flows, and how outcomes are measured and improved over time. You will own the guardrails that ensure every customer interaction reflects the quality and precision that Antithesis promises.

Key facts

What you'll do

Own and optimize operational processes across the end-to-end customer lifecycle, including pre-sales handoffs, onboarding, implementation, adoption, support, renewals, and expansion.

Partner closely with Customer Success, Support, Professional Services, Sales, and Account Management leadership to improve customer outcomes and operational efficiency.

Build and scale customer operations infrastructure, including tooling, reporting, automation, forecasting, customer health scoring, segmentation, and lifecycle management programs.

Establish and track key customer metrics including retention, churn, NPS/CSAT, onboarding effectiveness, support performance, product adoption, and expansion opportunities.

Drive operational alignment between pre-sales and post-sales teams to improve continuity of the customer experience and reduce friction across the customer journey.

Develop scalable processes for customer escalations, renewal management, account transitions, customer communications, and executive business reviews.

Lead capacity planning, operational planning, and resource modeling efforts across customer-facing organizations.

Partner with executive leadership to develop customer growth strategies, identify operational risks, and improve organizational performance.

Evaluate and improve CRM, customer success, support, and analytics systems to ensure teams have accurate data and actionable insights.

Build, mentor, and develop high-performing operational teams while fostering a culture of accountability, collaboration, and customer obsession.

Requirements

Candidates must possess a minimum of 10 years of cumulative experience in Customer Operations, Customer Success Operations, Account Management, Customer Experience, or closely related leadership roles within SaaS, cloud, or hyper-growth technology companies. This experience must include demonstrated responsibility for owning complex operational workflows that span multiple teams and stages of the customer lifecycle. You must have a proven track record of overseeing or enabling customer-facing functions, including Customer Success, Technical Support, Professional Services, Account Management, and pre-sales operations in a structured and measurable way. A strong analytical mindset is essential, with demonstrated experience leveraging data to drive operational improvements, customer retention, forecasting accuracy, and executive decision-making at scale. You must have hands-on experience building executive dashboards, operational reporting frameworks, customer health models, and structured business review processes that influence strategy. Strong cross-functional leadership skills are required, with a proven ability to influence and collaborate effectively across Sales, Product, Engineering, Finance, and executive stakeholders without direct authority. You must have hands-on experience with platforms such as Salesforce, Gainsight, Zendesk, HubSpot, or similar customer operations tooling and understand how these systems integrate to form a coherent ecosystem. Excellent communication, organizational, and stakeholder management skills are required, along with the ability to balance strategic leadership and tactical execution in a fast-paced environment. You must be comfortable operating in ambiguous situations while maintaining rigorous standards for accuracy, timelines, and ownership.

Nice to have

Preferred qualifications include experience supporting enterprise SaaS or highly technical products and customer environments where complex implementation and adoption are required. Experience building or scaling global customer operations teams and programs across multiple regions is highly valued. Familiarity with AI-driven customer operations, workflow automation, or digital customer success strategies is preferred given the direction of the product and platform. Experience with subscription-based revenue models, renewal forecasting, and multi-year expansion planning is strongly preferred. Background working with regulated industries or organizations with long evaluation cycles may be advantageous. Experience presenting insights and operational findings to executive leadership is considered a plus.

Practical notes

This role is based in Vienna, Virginia, USA, and is a full-time position. The expected work schedule aligns with standard business hours, and some travel may be required within the region. Candidates must be authorized to work in the United States without sponsorship at this time.