SVP, Customer Experience & Operations

The Opportunity

The SVP, Customer Experience & Operations will own the end-to-end post-sale customer lifecycle, bringing together proactive Customer Success and responsive Customer Service into a single, integrated organization. This executive will be accountable for maximizing retention, expansion, adoption, and advocacy, while ensuring a world-class service experience across all customer touchpoints.

Looking ahead, this leader will be responsible for reimagining how we engage customers using people, data, automation, and AI – evolving our model to meet the evolving needs of our customers through a blended approach that combines digital-at-scale engagement with high-impact team interactions. They will define what “next-generation” Customer Success and Customer Service look like for our business, and build the roadmap, teams, and systems to get us there.

This role is responsible for setting the vision, strategy, and operating model for Customer Success and Customer Service, leading a large, multi-level team of leaders and individual contributors. They will be a key member of the Go-To-Market leadership team, partnering closely with New Sales, Product, Marketing, Finance, Data/Analytics, and Operations to drive customer and revenue outcomes in a recurring revenue business.

Ultimately, the responsibility of this role is to ensure customers realize measurable value from our products and services through personalized, timely, and insight-led engagement, resulting in increased net revenue retention, customer satisfaction, and long-term customer relationships.

• Set the strategy and operating model for a combined Customer Success & Customer Service organization, including segmentation, coverage models, and engagement motions across high-, mid-, and tech-touch customer tiers.
• Lead and develop a senior leadership bench (Sr. Directors, Directors, Managers, Team Leads) across Customer Success and Customer Service, ensuring clear accountability, coaching, and a strong, scalable leadership pipeline.
• Own core performance metrics including gross and net revenue retention, churn, expansion/upsell, NRR, adoption/usage, NPS, CSAT, response and resolution times, and quality scores – using data to drive decisions and continuous improvement.
• Oversee Customer Success strategy and execution, including:
  • Standardized onboarding programs and playbooks
  • Ongoing adoption and value-realization motions
  • Health scoring, risk identification, and mitigation plans
  • Renewal and expansion strategies and forecasting
• Oversee Customer Service / Support operations, including:
  • Inbound case/phone/chat/email support and escalation workflows
  • Workforce management, staffing models, and scheduling
  • Quality programs, knowledge management, and training
  • Channel strategy (self-service, digital, assisted) and SLAs
• Drive a unified customer journey that connects proactive success motions with reactive service experiences, ensuring handoffs, escalations, and feedback loops are seamless across teams and systems.
• Partner with Product & Engineering to champion the Voice of Customer (VoC), bringing structured feedback, themes, and data-driven recommendations into product roadmaps, beta programs, and go-to-market launches.
• Collaborate with New Sales and Marketing to:
  • Align on ideal customer profiles, handoff criteria, and expectations
  • Support strategic deals, renewals, and executive-level customer meetings
  • Design campaigns and programs that drive engagement, adoption, and advocacy
• Own forecasting and planning for Customer Success & Customer Service, including bookings/retention forecasts, capacity and staffing models, and budget management.
• Standardize and modernize systems and processes for the organization (e.g., Salesforce, Gainsight or similar CS platforms, contact center tools, knowledge bases), ensuring data integrity, usability, and adoption across teams, including the design and deployment of AI-powered and automated workflows (e.g., predictive health and churn models, next-best-action engines, AI-assisted agents and copilots, and targeted digital outreach).
• Build and sustain a high-performance, customer-obsessed culture,…