VP of Customer Experience (Saas)

Overview We are seeking a VP of Customer Experience to build and scale an enterprise-grade customer support function from the ground up. This leader will own the end-to-end service model, including SLAs, workflows, tooling, and performance metrics, while building and leading a high-performing support organization. The role requires close partnership with Engineering and Product to ensure fast issue resolution, strong feedback loops, and continuous improvement in a high-growth environment. This is a hands-on leadership role focused on building scalable, technically credible support operations. Key Responsibilities Build and lead the Customer Support organization, including hiring and team development Design and implement support workflows, SLAs, escalation paths, and service standards Own ticketing systems and knowledge base tools (e.g., Salesforce Service Cloud, Jira, Zendesk) Partner with Engineering and Product to resolve issues and improve product quality Define and track KPIs (CSAT, SLA adherence, response/resolution times) and report to leadership Act as escalation point for high-priority customer issues and incidents Qualifications 12+ years in customer support, operations, or technical service roles 5+ years in leadership roles building and scaling support teams Experience in SaaS, cybersecurity, or enterprise software environments Strong experience with ticketing systems and support operations tooling Proven ability to build support functions from early stage to scale Strong communication and stakeholder management skills