[Hiring] VP of Customer Experience and Operations @Trustwell

Role Description

The Vice President of Customer Experience & Operations is a newly created, hands-on leadership role established to define and execute a clear, scalable Customer Experience (CX) strategy based on customer segmentation and the post-sale customer journey. This role sits within a private equity–backed, growth-focused SaaS organization and is responsible for scaling customer operations, processes, AI usage, and people efficiently as the business grows.

• Own execution and outcomes for Customer Support, Customer Success Management, and Customer Experience through direct leadership of functional leaders.
• Lead and coach the Director of Operations (Support), Customer Success Team Lead, and Customer Experience Manager to drive performance, accountability, and consistency.
• Define and execute a segmented customer experience and customer journey strategy across enterprise, mid-market, and SMB customers.
• Design and implement AI-enabled capabilities, including chat, self-service, workflow optimization, and AI-assisted ticket handling, to scale support operations and improve customer experience.
• Establish and operationalize 1-to-many customer success engagement and support models for SMB and mid-market customers.
• Own the customer enablement strategy, including education programs, self-service resources, and ongoing adoption initiatives, through direct leadership of the Customer Enablement function.
• Lead customer health strategy, including usage monitoring, health scoring, risk identification, and proactive engagement.
• Establish operating rhythms, KPIs, dashboards, and reporting, including call and ticket review programs, to provide visibility into customer experience and team performance & effectiveness.
• Identify operational gaps, inefficiencies, and risks and take direct action to resolve them.
• Support growth initiatives by scaling people, processes, and systems in alignment with business objectives.
• Partner cross-functionally with Product, Engineering, Sales, Account Management, Professional Services, and Onboarding to ensure seamless handoffs and a consistent post-sale experience.
• Perform other duties as assigned.

Qualifications

• Proven experience building and operationalizing both Customer Support and Customer Success functions within a SaaS organization, with hands-on management responsibility.
• Exceptional problem-solving and decision-making skills, with a strong focus on continuous improvement and operational excellence.
• Demonstrated experience implementing AI to materially improve customer experience, augment ticket handling, and scale without linear headcount growth.
• Builder-operator mindset with a track record of implementing Support and CSM programs, including tooling, processes, reporting, and continuous feedback loops.
• Strong, practical experience in translating customer journeys into operational processes, cross-functional handoffs, and measurable improvements across the customer lifecycle.
• Passionate about delivering an exceptional customer experience and driving customer success.
• Strong analytical and data-driven decision-making skills with demonstrated ability to implement KPI frameworks, dashboards, and operating cadences that drive accountability and continuous improvement.
• Excellent cross-functional communication and stakeholder management skills.

Requirements

• Bachelor’s degree in Business, Management, or related field required; Master’s degree preferred.
• Ten (10+) years of experience in Customer Experience, Customer Success, or related roles, with at least five (5) years in people management; experience managing managers strongly preferred.
• Demonstrated experience with customer support and customer success platforms; Zendesk and ChurnZero strongly preferred.

Benefits

• Full healthcare benefits, including medical, dental, and vision.
• Supplemental benefits, including STD, LTD, HSA, 401k, etc.
• Responsible Time Off (PTO) + Holiday Pay
• Competitive Compensation + Bonus!
• Excellent culture, growth opportunities, plus much more...