VP of Customer Experience

We’re looking for a VP of Customer Experience to lead Scoro’s Customer Services division, bringing together our Customer Success, Onboarding, and Customer Support teams.

In this role, you’ll shape how we understand and engage with our growing customer base, building more systematic and scalable ways to stay close to customers and their changing needs. You’ll work closely with Product, Marketing, Sales, and Services, while driving smarter use of data and automation across the customer journey.

If you have experience leading customer-facing teams in B2B SaaS, strong product and systems thinking, and enjoy combining strategic leadership with staying close to customers, we’d love to hear from you.

You’ll report directly to our CEO, and the role is open to candidates based in the UK.

• Lead Scoro’s Customer Services division
  , covering Customer Success, Onboarding, and Customer Support
  , and work closely with the Team Leads to set direction, priorities, and goals.

• Build a more systematic approach to customer experience
  :
  Develop scalable ways to understand and engage a large customer base, while ensuring we stay close to changing customer needs.

• Deepen our understanding of customers: Build better ways to understand how our customers’ businesses, needs, and ways of working are changing, and turn these insights into action.

• Drive automation: Identify where automation can improve the customer journey, reduce manual work, and help our teams support and engage a much larger part of the customer base effectively.

• Strengthen the connection between customers and Product: Develop a deep understanding of Scoro and work closely with the Product team to turn customer insights into actionable input for how our product and customer experience evolve.

• Stay close to strategic customers: Build strong relationships with key customers and senior stakeholders, understand how their businesses are evolving, and ensure Scoro continues to deliver meaningful value as their needs change.

• Own Customer Services performance: Use retention, adoption, customer health, engagement, and other relevant metrics to identify risks and opportunities and continuously improve how we work.

• Bring the customer voice into the wider business
  , working closely with Product, Sales, Marketing, and Services to turn customer insights into better decisions and experiences.

• Challenge and evolve how we work: Bring new ideas, frameworks, and ways of thinking to Customer Services, continuously looking for better and more scalable ways to create value for our customers.

• Customer leadership experience: Experience leading Customer Success, Customer Experience, or broader Customer Services functions in a B2B SaaS (or similar) company.

• Strong product thinking: You understand how customer problems, behavior, and feedback connect to the product, and can turn customer insight into meaningful input for Product Strategy and the wider business.

• Systems thinking: A track record of building or improving scalable ways to understand, engage, and support a large customer base rather than relying primarily on high-touch, one-to-one interactions.

• Automation mindset: You naturally look for opportunities to use technology, automation, and AI to make customer-facing teams more proactive, efficient, and scalable.

• Strategic customer experience: You’re comfortable staying hands-on with important customers and building relationships with senior stakeholders, even in a senior leadership role.

• Commercial understanding: You have a strong grasp of SaaS customer metrics and the drivers behind retention, churn, adoption, and expansion.

• Data-driven approach: You can bring together quantitative and qualitative signals to understand what is happening across the…