VP of Customer Experience

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.

The ideal candidate brings deep expertise in:

• High-scale, multi-channel Customer Support operations

• Digital-first customer experience strategy

• Scaled Enablement (customer learning, field & product readiness)

• Online Community programs and user-led engagement

• Customer communications and lifecycle messaging

• AI-powered experiences, content strategy & governance and automation

• Building a unified customer experience operating model across functions

Responsibilities

Customer Support & Service Operations

• Lead a global, multi-tier Technical Support organization focused on high-quality, omnichannel support experiences.

• Drive operational excellence through rigorous metrics (CSAT, CES, deflection, FRT, FCR, utilization, 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.

Customer & Field Enablement

• 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 are equipped with 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.

Digital Experience & Scaled Programs

• 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.

Community Leadership

• 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.

Customer Communications

• Oversee customer-facing communications, including release notes, product updates, incident communications, migrations, and lifecycle messaging.

• Ensure communications are clear, timely, consistent, and aligned across Support, Success, Product, and Marketing.

• Establish a governance model for customer communications to ensure quality and reduce noise.

CX Strategy & Operations

• 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.

People Leadership

• 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,