[Hiring] Vice President, Customer Experience @DNSfilter

We are looking for a  Vice President of Customer Experience who has built CX organizations (<10M ARR) and has experience scaling up and beyond 75M ARR.   Someone well versed in an integrated post-sales motion on both expansion and retention would be ideal.

Eligible candidates have and can work successfully in a remote environment and are familiar with working in a fast-paced hyper-growth SaaS start-up. This is a full-time remote role and is open to candidates in the United States and Canada.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!

In this role you will: 

• Develop, implement and execute a strategy for delivering world-class customer success, support, and digital experience in order to increase company’s capability to successfully deliver value across all of our markets
• Own key operational metrics like churn (GRR) and contraction, revenue (NRR) and customer satisfaction and create and execute Customer Success OKRs
• Scale a newly formed Customer Experience organization bringing together a mature Customer Support team and a newly created Customer Success team
• Evaluate the existing success and services strategy and implement necessary adjustments needed to help customers realize value, improve renewal rates and increase customer satisfaction
• Collaborate with the Go-to-Market and Product Development organizations to communicate the voice of the customer in order to influence the product roadmap, sales behavior, and marketing strategies
• Lead and scale company’s global Customer Experience organization, including onboarding, adoption, success, and support
• Lead the delivery and execution of customer success/support to ensure current and future programs and practices help customers achieve their goals and meet net retention goals for the company

To qualify for this role you have: 

• 12+ years of experience managing Customer Success and Customer Support teams
• Proven ability to ramp implementation, success and support reps over time in a systematic way - including the development of a training program focused on product, process, and skills
• Proven success leading post-sales teams for high-growth businesses in B2B and B2B2C SaaS
• Experience in servicing a diverse segments of customers including, channel, OEM, enterprise, as well as high transaction MTM volume
• The desire to be a builder of teams, processes, systems and culture; you are a natural collaborator with peers across the organization; you are wired to ‘win together’ and to support colleagues
• An inspiring personality who leads teams through a combination of personal leadership, process discipline, and accountability; you have a compelling executive presence in front of customers, employees, investors, stakeholders, and other members of the leadership team
• Alignment with our company values: scrappy, fast-paced, hardworking, relentless, transparent, collaborative, dedicated
• Demonstrated understanding of the complexity of servicing a technical audience and the ability to develop a customer journey lifecycle that is strategically tailored to the needs of the company’s customers
• Familiarity and practical expertise with various success-enablement technologies such as success management platforms, community and portal tools, self-service tools, online training tools, etc.
• Experience maintaining & measuring departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization
• The ability to work mostly in an EST time zone environment
• The willingness and ability to travel 15-25% of the time for company events as needed

Bonus points for: 

• Experience in a high-growth startup environment
• Cybersecurity industry knowledge