Vice President, Customer Delivery

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check. 

At BambooHR, we set people free to do meaningful work. We’re passionate about empowering HR professionals to be more strategic and impactful, and our software is designed to help organizations manage their most important asset—their people. We’re proud of the culture we’re building and the customers we serve, and we’re looking for a dynamic leader to help expand a modern services portfolio that accelerates customer outcomes.

BambooHR is seeking a proven, people-first executive to lead our post‑sale, customer-facing organization across Support, Implementation, and Customer Success. This leader will set the end‑to‑end CX strategy, build systems that scale, and deliver durable outcomes across retention, expansion, time‑to‑value, customer satisfaction, and cost‑to‑serve—while developing leaders and talent in the Bamboo way. You’ll be the executive voice of the customer, aligning CX with Product, Engineering, Sales, Marketing, Finance, and Operations to accelerate growth and elevate the experience our customers can count on.

You will:

Strategy & Outcomes:

• Own the post‑sale CX strategy and operating model across Support, Implementation, and Customer Success; define a multi‑year roadmap that scales with growth and international expansion.
• Set clear, company‑level outcomes for MRR retention rate, churn, onboarding time‑to‑value, CSAT/NPS, product adoption, deflection, SLA/response and resolution times, and cost‑to‑serve—then deliver against them.
• Establish a unified customer journey and playbooks from onboarding through renewal/expansion; ensure crisp handoffs and closed‑loop feedback across the lifecycle.

People & Culture:

• Lead and grow a team of leaders (directors and their orgs), building a high‑trust, high‑accountability culture that reflects BambooHR values and voice.
• Attract, develop, and retain top talent; build succession plans; raise the bar on leadership excellence and coaching.

Customer Advocacy & Cross‑Functional Influence:

• Be the executive point for voice‑of‑customer, incident response, and high‑risk escalations; translate insight into product, policy, and process decisions.
• Partner with Product/Eng to prioritize roadmap items that reduce friction and improve adoption; with Sales/Marketing on promise‑to‑value alignment; with Finance on forecasting, unit economics, and investment cases.

Operations & Scale:

• Partner with CX Enablement leaders to support scalable processes, capacity planning, and workflow optimization.
• Support adoption and effective use of CX tooling in partnership with system and functional owners.
• Collaborate with Enablement to reinforce training, QA, and knowledge programs and drive continuous improvement.

How Success Will Be Measured:

• Customer Experience: Improve overall satisfaction and consistency across channels; reduce customer effort and escalations; maintain a best-in-class live support experience.
• Onboarding & Time-to-Value: Increase on-time activations, shorten implementation cycles, and reduce postponements/cancellations; strengthen early-life (30/60/90-day) indicators.
• Retention & Growth: Improve customer retention and expansion by driving adoption and value realization, accurate renewal forecasting, and disciplined risk mitigation.
• Efficiency & Scale: Lower cost-to-serve and raise productivity per FTE; increase digital resolution/self-service and first-contact resolution; use safe AI and process/automation to handle rising client complexity while reducing costs where appropriate.
• Risk, Quality & Governance: Improve quality outcomes and incident response; mature VOC/QBR cadences with closed-loop actions; uphold privacy, security, and compliance.
• Leadership & Culture: Build succession depth and leadership bench; strengthen manager effectiveness; maintain or improve engagement while raising the performance bar.

What You Need to Get the Job Done:

• Proven success leading scaled, post‑sale, customer‑facing organizations across Support, Implementation/Services, and Customer Success in B2B SaaS.
• Leader‑of‑leaders who builds high‑performing, inclusive teams; experienced in coaching directors and establishing strong operating cadences.
• Track record improving CSAT, retention, adoption, time‑to‑value, and cost‑to‑serve through process d