VP Customer Experience

3 weeks ago

New York, United States Springwater Global Full time

Vice President of Customer Experience

Join the Revolution in Pet Health

Our client, an industry trailblazer in pet wellness, is seeking a dynamic Vice President of Customer Experience to lead the charge in transforming the pet care industry. As the architect of innovative pet health solutions, our client is a trusted partner to pet parents—offering peace of mind from everyday pet wellness offerings to coverage for unexpected emergencies. Their mission is simple: to empower pet parents with the tools, advice, and confidence to give their pets the care they deserve.

Why You’ll Love This Team

This is more than a job; its a mission with a side of fun. At our client’s company, you’ll solve complex challenges daily, all while being surrounded by a team that’s as passionate about pets as they are about performance. Here, authenticity and efficiency reign supreme. No egos, just results. They prioritize merit over pedigree, believe in fair compensation, and never take themselves too seriously. If you’re looking to be part of a company that’s redefining pet wellness; a soon to be mainstay of a companys standard benefits, this is where you want to be.

Why You’ll Love This Role

As the VP of Customer Experience, you will be the driving force behind our client’s Customer Success & Operations teams. Your mission? To craft and execute a strategy that not only delights customers but also fuels growth and retention in this rapidly expanding B2B2C environment.

In this role, you will:

  • Strategize and Execute: Develop and implement a Customer Experience roadmap that supports the exponential growth of the business.
  • Lead with Impact: Be an integral part of the Leadership Team, working closely with the VPs of Engineering, Finance, Sales, and other senior leaders.
  • Inspire Excellence: Lead a high-performing Customer Success and Operations team, fostering a culture of innovation and continuous improvement.
  • Build Strong Relationships: Cultivate and maintain strong partnerships with executive stakeholders across the customer base, ensuring their needs and expectations are met and exceeded.
  • Drive Continuous Improvement: Utilize customer feedback from surveys, QBRs, and other touchpoints to inform product improvements and reduce pain points.
  • Collaborate Cross-Functionally: Partner with Sales, Marketing, Product, and other teams to create a seamless customer journey.
  • Leverage Analytics: Use data-driven insights to refine customer interactions, focusing on first-time resolution and efficiency without compromising satisfaction.
  • Optimize Resources: Manage the CX budget strategically, ensuring maximum ROI.
  • Innovate Relentlessly: Stay ahead of industry trends, bringing innovative approaches to enhance the Customer Experience and maintain a competitive edge.
  • Champion the Customer: Serve as the voice of the customer within the organization, advocating for their needs and driving a customer-first mindset.

What You’ll Bring to the Table

  • Experience: 12+ years in customer experience roles across customer success, support, and/or operations, with at least 5 years in a leadership capacity.
  • Proven Success: A track record of driving customer satisfaction, growth, and retention in a B2B2C environment, particularly in high-growth startups.
  • Leadership: Strong ability to inspire and lead teams, managing competing priorities with grace.
  • Relationship-Building: Exceptional communication and interpersonal skills, with a talent for building lasting relationships with customers and stakeholders.
  • Analytical Prowess: A data-driven mindset, using analytics to inform decisions and drive continuous improvement.
  • Tech-Savvy: Experience with customer success and support tools (e.g., CRM, help desk software, customer success platforms).
  • Industry Knowledge: Experience in employee benefits or HR Tech is a plus.

This hybrid role requires at least three days a week in the NYC office and reports directly to the COO.

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