VP of Customer Experience (Remote, Europe or East Coast US)

<h3>What you'll do and how you'll make an impact</h3><p>Learning is the only human superpower. It’s a gateway through which knowledge becomes a virtue, a value, a product, a skill, a prerequisite, a motive, and a competitive advantage. <br/><br/>LearnWorlds’ vision is to enable individuals, businesses, and communities to leverage the power of learning, improving lives, and cultivating a brighter, more resilient future for everyone. <br/>Our mission is to stand out as the ultimate adaptable e-learning solution, tailored to meet the diverse, advanced and intricate business models of contemporary organizations. <br/><br/>We are committed to delivering unmatched flexibility in our offerings, ensuring that businesses, individuals, and communities can effortlessly embrace knowledge empowerment as a cornerstone of their growth and success.<br/><br/>The cloud-based e-learning platform offers tailor-made solutions, from creating whole e-learning websites to author online courses as well as providing the right tools to sell them on a B2B/B2C function. Today, LearnWorlds has c.10,000 customers in more than 140 countries and our team is fully remote. However, we also offer the option of working from the office for those who want to mix things up. We have offices in Athens, Crete, and Limassol.</p><h3>About the role</h3><p>LearnWorlds is seeking a VP of Customer Experience to lead the strategic direction and operational management of the Customer Support, Customer Success, and Customer Training teams. Additionally, this role will oversee our Experts directory and the support of our Resellers Network, ensuring the LearnWorlds ecosystem is healthy and growing. This position is crucial in ensuring the seamless integration of our platform into our customers’ business models, increasing retention, and enhancing the overall user experience.</p><p>The VP of Customer Experience will be responsible for creating the necessary conditions to help our teams guide customers effectively, providing meaningful support and consultative services to help them succeed. They must develop scalable strategies that balance personalized support with automation, ensuring high-touch service where needed while enabling efficiency as we continue to grow. Addressing these challenges strategically will be key to reducing churn, increasing customer satisfaction, and ultimately driving higher platform adoption and success rates.</p><p></p><h3>Responsibilities</h3><ul> <li>Define and Lead Customer Experience Strategy:<br/>Design and implement a holistic customer experience strategy across Success, Support, and Training that balances high-touch service with scalable automation.</li> <li>Drive Customer Retention and Expansion:<br/>Own and improve KPIs such as churn, retention, upgrades, and customer satisfaction, identifying opportunities for growth within the existing customer base.</li> <li>Develop Scalable Customer Success Frameworks:<br/>Build structured advisory and consulting approaches that help customers align the platform with their unique business models and drive measurable outcomes.</li> <li>Strengthen Voice of Customer Programs:<br/>Establish a systematic approach to capturing, synthesizing, and acting on customer insights to inform product, marketing, and go-to-market strategies.</li> <li>Foster Cross-Functional Collaboration:<br/>Partner closely with Product, Marketing, and Sales teams to ensure customer feedback loops are integrated into roadmap planning, onboarding, and communication.</li> <li>Scale Self-Service and Proactive Support:<br/>Expand the use of knowledge bases, in-product guidance, and AI-driven tools to reduce support volumes and increase customer independence.</li> <li>Develop a PLG-Driven Experience:<br/>Collaborate with Product to implement Product-Led Growth initiatives that drive product adoption, upsell opportunities, and long-term engagement.</li> <li>Coach and Inspire High-Performing Teams:<br/>Lead and develop a growing team of 30+ professionals, ensuring alignment, growth, and high performance across Customer Success, Support, and Training functions.</li> </ul><p><strong>Requirements</strong></p><ul> <li>Over 4 years of experience leading Customer Experience or Customer Success teams at a Director level or higher within SaaS or EdTech companies, with a proven track record of reducing churn and driving product adoption.</li> <li>Data-driven mindset with the ability to analyze churn trends, customer health scores, and usage metrics to inform strategy and action.</li> <li>Deep empathy for customers, with a consultative approach to solving diverse and complex user challenges.</li> <li>Ability to think both strategically and operationally—comfortable setting long-term vision while optimizing day-to-day operations.</li> <li>Strong people leadership skills with experience managing cross-functional, remote-first teams in fast-paced environments.</li> <li>Ability to communicate effectively across all levels of the organizatio