Vice President – Customer Experience

Responsibilities

• Lead multiple customer-facing functions and leadership teams across Customer Success, strategic account engagement, and customer experience initiatives.
• Develop and execute enterprise-wide customer experience strategies aligned to company growth objectives.
• Partner with executive leadership to influence company-wide customer engagement, retention, and growth strategies.
• Establish scalable organizational structures, processes, and performance frameworks across customer-facing operations.
• Drive executive-level customer relationships and serve as senior escalation point for strategic accounts and complex customer matters.
• Build and mentor customer-facing leaders, fostering a culture of accountability, collaboration, and operational excellence.
• Improve gross renewals, net retention, and customer health metrics.
• Support expansion sales, including upgrades, maintenance plans, and service contracts.
• Identify and nurture new business opportunities to support sales in closing deals and driving revenue growth.
• Drive product adoption and reduce churn through proactive, value-driven customer engagement.
• Increase customer advocacy and reference ability to support sales and marketing initiatives.
• Implement tools and processes to monitor organizational and team performance.
• Align closely with Sales and Regional Directors on pipeline, renewals, and expansion planning.
• Leverage data and customer feedback to inform strategic decisions and improve team effectiveness.

• 10+ years of progressive leadership experience across customer success, customer experience, services, account management, or other customer-facing leadership functions.
• Minimum 7 years managing public safety customer-facing functions in mission-critical environments.
• Proven track record of building and scaling customer-facing teams and programs.
• Executive leadership experience managing multiple customer-facing functions and leaders across regions and/or business units.
• Experience working within public safety, emergency communications, utilities, transportation, or command-and-control sectors (required).
• Demonstrated success partnering with executive stakeholders and leading organizational transformation initiatives.
• Strong executive presence with the ability to influence at the C-suite level internally and externally.
• Exceptional communication, interpersonal, and organizational leadership skills.
• Comfortable working in a dynamic, evolving environment with multiple stakeholders and priorities.