Vice President, Customer Experience Manager

About the role

The Vice President, Customer Experience Manager is a strategic, high-impact leader tasked with defining and scaling a unified customer experience model specifically across the North American region. Based in Bellevue, WA, this executive role leads a consolidated team of Customer Experience Managers, effectively merging Customer Success and Technical Account Management into a single, cohesive, and outcome-driven function. A core mandate of this position is accelerating the adoption of Talkdesk's AI-powered solutions, ensuring customers fully realize the tangible value of automation, intelligent routing, and AI-driven customer engagement strategies. The Vice President will champion an AI-first mindset - both internally and externally - guiding customers on how to operationalize AI to transform their contact center strategies and deliver measurable business outcomes. As a leader of leaders, this executive aligns business value with technical execution, driving seamless customer journeys that maximize adoption, retention (NRR), and expansion across complex enterprise accounts. The role requires a deep technical foundation - ideally rooted in early-career experience in product, engineering, or architecture - paired with a strong executive presence to effectively engage audiences ranging from developers to the C-suite.

Key facts

What you'll do

• Architect and implement a unified customer experience model that consolidates success and technical account management into a single, integrated North American function.
• Build, lead, and scale a high-performing, multi-layered team of Customer Experience Managers across the North American region.
• Drive the adoption and expansion of Talkdesk AI solutions across the customer base, ensuring clients leverage AI to drive efficiency and achieve differentiated experiences.
• Partner directly with customers to define and execute comprehensive AI strategies, including automation, conversational AI, and intelligent orchestration initiatives.
• Embed AI best practices into all stages of the customer lifecycle, from initial onboarding through ongoing adoption and expansion phases.
• Act as an internal and external evangelist for AI-driven customer experience transformation, promoting an AI-first operational mindset.
• Serve as the executive bridge between customer technical teams and internal Product and Engineering organizations.
• Translate platform performance, AI utilization, and technical health into clear business outcomes and return on investment for strategic accounts.
• Provide executive oversight on complex initiatives, including APIs, CRM integrations, and AI-enabled workflow transformations.
• Act as the primary voice of the customer to influence product innovation, with a specific focus on AI and automation capabilities.
• Own North America retention and expansion targets, driving Net Revenue Retention (NRR) and Gross Retention Rate (GRR) across strategic enterprise accounts.
• Partner closely with Sales and Go-To-Market leadership to identify and capitalize on AI-led growth opportunities.
• Build and maintain high-level C-suite relationships, positioning AI adoption as a strategic lever for overarching business transformation.
• Serve as the senior escalation point for complex technical and transformational engagements, ensuring executive-level issue resolution.
• Develop scalable playbooks that integrate AI adoption into onboarding, adoption, and lifecycle management processes.
• Implement robust frameworks to measure technical health, AI utilization, and customer maturity levels.
• Lead organizational transformation by integrating technical and business roles into a cohesive, AI-enabled customer experience model.
• Drive operational rigor, consistency, and data-driven decision-making across the entire post-sales customer lifecycle.

Requirements

• Bring 15+ years of cumulative experience in Customer Success, Technical Account Management, Professional Services, or Product roles within enterprise Software-as-a-Service environments, with Contact Center as a Platform (CCaaS) or CX platforms being strongly preferred.
• Establish a strong technical foundation, ideally demonstrated through early-career experience in Product, Engineering, or Solution Architecture disciplines.
• Demonstrate a proven track record of driving large-scale customer transformations and achieving high retention and expansion rates within complex enterprise accounts.
• Possess a history of successfully developing and maintaining executive-level relationships, effectively communicating value and strategy to C-suite stakeholders.
• Exhibit advanced capabilities in data analysis and interpretation, using metrics to drive adoption, forecast business outcomes, and inform strategic decisions.
• Show exceptional leadership in building, scaling, and mentoring high-performing teams, fostering a culture of accountability and continuous improvement.
• Maintain a deep understanding of SaaS business models, subscription metrics, and the nuances of managing complex, multi-year enterprise agreements.
• Communicate with precision and influence, adapting messaging and style to resonate with diverse stakeholders, from technical practitioners to executive decision-makers.

Practical notes

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