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.

Requirements

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.

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