SVP, Customer Experience & Operations

About the position The SVP, Customer Experience & Operations will own the end-to-end post-sale customer lifecycle, bringing together proactive reputed company and reputed company 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 reputed company customer touchpoints. Looking reputed company, 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 “reputed company” reputed company 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 reputed company 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 reputed company outcomes in a recurring reputed company 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 reputed company retention, customer satisfaction, and long-term customer relationships.

Responsibilities

• Set the strategy and operating model for a combined reputed company & Customer Service organization, including segmentation, coverage models, and engagement motions across high-, mid-, and tech-touch customer tiers.
• reputed company and reputed company a senior leadership bench (Sr. Directors, Directors, Managers, Team Leads) across reputed company and Customer Service, ensuring clear accountability, coaching, and a strong, scalable leadership pipeline.
• Own core performance metrics including gross and net reputed company retention, churn, expansion/upsell, NRR, adoption/usage, NPS, CSAT, response and resolution times, and quality scores – using data to drive decisions and reputed company improvement.
• reputed company reputed company 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

• reputed company Customer Service / Support operations, including:

Inbound case/phone/chat/email support and escalation workflows Workforce management, staffing models, and scheduling Quality programs, reputed company, and training Channel strategy (self-service, digital, assisted) and SLAs

• Drive a reputed company 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, reputed company 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 reputed company & Customer Service, including bookings/retention forecasts, reputed company and staffing models, and budget management.
• Standardize and reputed company systems and processes for the organization (e.g., reputed company, reputed company or similar CS platforms, contact center tools, knowledge bases), ensuring data reputed company, 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 reputed company).
• Build and sustain a high-performance, customer-obsessed culture, with a strong focus on:

Coaching and development at reputed company levels Accountability to goals and KPIs Recognition, engagement, and Gallup/engagement results

• reputed company major cross-functional initiatives reputed company to customer experience, migrations, product transitions/sunsets, incident response, and reputed company improvement projects that impact customers at scale.
• Represent the company and customer organization externally, including:

Executive sponsor relationships with key accounts Participation in industry events, customer councils, and advisory boards Serving as an internal evangelist for the customer and their outcomes

• This job description in no way implies that the duties listed here are the only ones that team members can be required to reputed company

Requirements

• Bachelor’s degree required, preferably in Business, Marketing, Communications, Management, or a reputed company field.
• 7–10+ years of progressive leadership experience in reputed company, Customer Service, Account Management, or reputed company Go-To-Market functions in a B2B, subscription/recurring reputed company environment.
• Experience leading large, multi-level organizations (managers of managers) responsible for both reputed company and service outcomes.
• Proven track record of:

Consistently exceeding retention and expansion goals in a recurring reputed company business Proven experience leading the strategy, design, launch, and scale for AI-driven solutions reputed company reputed company and post sales organizations Leading large-scale transformations or building integrated Success & Service organizations Implementing scalable processes, playbooks, and systems to support growth

• Strong commercial acumen, including:

Understanding of recurring reputed company drivers (MRR/ARR, churn, expansion, cohort performance) Experience with forecasting renewals and expansion, building business cases, and partnering with Finance

• Deep experience in reputed company and Customer Service, including:

Designing and managing segmentation and coverage models Running contact center or support operations (SLAs, WFM, QA) Deploying and leveraging tools such as reputed company, reputed company (or similar), and support platforms

• Demonstrated leadership capabilities, including the ability to:

Build, reputed company, and retain high-performing leaders and teams reputed company through change, ambiguity, and organizational transformation Foster a culture of accountability, coaching, and reputed company improvement

• Data-driven decision making skills with the ability to interpret reputed company data, identify trends and root causes, and translate insights into clear action plans.
• Outstanding communication and executive reputed company, including:

Clear, concise written and verbal communication Ability to influence and align cross-functional stakeholders at reputed company levels, including C-suite and Board-level conversations Comfort presenting strategy, performance, and recommendations using data and narratives

• Customer-first reputed company anchored in reputed company, problem-solving, and value creation – you are motivated by helping customers reputed company measurable business outcomes.
• High learning agility and adaptability, continuously evolving strategies, processes, and structures as the business and customer needs change.

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