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.

What You’ll Be Doing

• 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, with a strong focus on:

• Coaching and development at all levels
• Accountability to goals and KPIs
• Recognition, engagement, and Gallup/engagement results

• Lead major cross-functional initiatives related to customer experience, migrations, product transitions/sunsets, incident response, and continuous 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 perform

What You Bring to the Team  

• Bachelor’s degree required, preferably in Business, Marketing, Communications, Management, or a related field.

• 7–10+ years of progressive leadership experience in Customer Success, Customer Service, Account Management, or related Go-To-Market functions in a B2B, subscription/recurring revenue environment.
• Experience leading large, multi-level organizations (managers of managers) responsible for both revenue and service outcomes.

• Proven track record of:

• Consistently exceeding retention and expansion goals in a recurring revenue business
• Proven experience leading the strategy, design, launch, and scale for AI-driven solutions within Customer Success 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 revenue drivers (MRR/ARR, churn, expansion, cohort performance)
• Experience with forecasting renewals and expansion, building business cases, and partnering with Finance

• Deep experience in Customer Success 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 Salesforce, Gainsight (or similar), and support platforms

• Demonstrated leadership capabilities, including the ability to:

• Build, develop, and retain high-performing leaders and teams
• Lead through change, ambiguity, and organizational transformation
• Foster a culture of accountability, coaching, and continuous improvement

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

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

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

Physical Demands and Work Environment

• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes.
• Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace.
• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence as determined by the team or department.
• Team members who live outside of commuting distance will be designated as remote team members. While not required to report to an office regularly, remote team members may be expected to travel to a designated office location occasionally for team meetings, training, or other business needs with reasonable notice.
• All team members must reside and perform their work within the United States.

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