Vice President, Customer Experience

Vice President Of Customer Experience

For 40 years, Zetron (a Codan Company) has delivered interoperable end-to-end command & control systems across multiple industries and international markets. With over 40,000 console positions, hundreds of established partners and value-added resellers, and coverage in more than 100 countries, we are an established global leader in connecting communications centres with field operations, personnel, and constituents.

Zetron has more than 400 employees worldwide, including additions to its development, services, sales, support and back-office teams. Zetron is headquartered in Redmond, Washington (USA), with operations throughout the United States, Canada, the United Kingdom, and Australia to serve its growing global customer base in more than 80 countries around the world.

About the role? We're seeking a strategic, customer-centric Vice President of Customer Experience to lead and scale our customer-facing organizations across North America. This executive leader will be responsible for developing and executing the vision, strategy, and operational excellence across multiple customer-facing functions, ensuring an exceptional end-to-end customer experience throughout the customer lifecycle.

This role will oversee cross-functional customer engagement strategies across mission-critical public safety and command-and-control environments, while driving customer satisfaction, retention, operational performance, and revenue growth.

What makes a successful Vice President of Customer Experience? The ideal candidate has extensive experience leading customer-facing organizations within public safety or mission-critical technology environments and a proven track record of building high-performing teams, scalable programs, and customer success strategies.

As a key member of the team, you must be able to:

• 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.

Drive Customer & Business Outcomes

• 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.

Operational Excellence

• 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.

TRAVEL: 50% (United States only)

• Ability to travel overnight

EDUCATION & EXPERIENCE

REQUIRED:

The following list of requirements are considered the minimum levels of education and experience necessary to perform this job successfully. Any equivalent combination of education and experience that provides the applicant with the knowledge, skills, and abilities to perform the job is acceptable.

• 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…