VP, Customer Experience

Job Description

LearnUpon is seeking a VP of Customer Experience to lead and execute strategies for customer retention, loyalty, and revenue growth. This hybrid role involves working from LearnUpon's Dublin or Salt Lake City office 2-3 days a week. The VP will lead teams across Implementation, Customer Success, and Technical Support, focusing on enhancing customer satisfaction and developing expansion opportunities.

Responsibilities:

• Develop and execute data-driven strategies to increase customer retention and satisfaction.
• Create programs to grow revenue through expansion opportunities.
• Monitor customer health metrics and mitigate risks.
• Partner with Sales, Revenue Operations, Product, and Marketing teams.
• Design and refine the customer journey.
• Implement customer success initiatives.
• Build and lead a high-performing team.
• Define, monitor, and report on key performance metrics.

Requirements:

• At least 10 years' Customer-focused leadership experience.
• Experience leading a Customer Experience function in a SaaS B2B company.
• Proven track record of increasing customer retention and driving revenue expansion.
• Extensive experience in customer lifecycle management.
• Strong analytical and strategic thinking skills.
• Exceptional leadership, communication, and interpersonal skills.
• Expertise in CRM systems and analytics tools.

LearnUpon offers:

• Competitive compensation package and company ESOP.
• Employer-Contributed Pension/401k.
• Private health insurance.
• 25 days’ paid time off + 1 annual company wellness day off.
• Structured learning environment.
• Excellent career progression.