We are recruiting a VP of Customer Experience to lead our Customer Success and Support organization and elevate how we serve our existing customers.

This Leader Will

Own our overall Gross Revenue Retention (GRR)
Manage a team of 15 across CS and Support
Ensure customers are onboarded, activated, and consistently see measurable ROI
Build scalable, yet consultative systems and processes for delivering customer value
Drive customer feedback loops that shape product and go-to-market strategy

What We’re Looking For

Strong business and commercial acumen, with the ability to tie customer outcomes directly to value creation
Empathy for what drives human behavior change inside organizations, and the ability to lead customers through it
Proven track record of owning and improving GRR in SaaS businesses
Ability to assess the current state, craft a strategy, and drive execution with urgency
Proficient and leaned into AI, highly experimental in how they lead teams and build systems to deliver customer value
Experience leading CS and Support in mid-market and enterprise SaaS environments
A leadership style that blends empathy with accountability and coaching with urgency
Strong cross-functional instincts and the ability to connect across GTM and Product

Responsibilities

Lead a high performing, constantly improving CX org
Implement and execute a long-term success strategy tied to outcomes and business value for our customers across the world
Develop a system based on a deep understanding of the customer’s goals, operating model, and how Appcues supports their digital experience strategy
Partner with Marketing, Product, Finance, Sales and Account Management to identify and execute growth opportunities
Proactively ensure value is realized across our customer base so we earn each and every renewal, objectively

Qualifications

You are a leader who leads from the front, sets up systems that scale and retain the world's best CX people.
You are passionate and experienced in driving customer outcomes
10+ years of leadership experience in enterprise oriented Customer Success, Strategic Account Management, or similar customer-facing roles in B2B SaaS
Deep experience partnering with Product, Sales, and Support teams to deliver results
Fully leaned into AI and its role in the future of CX
Comfortable navigating ambiguity and driving clarity and execution
Passion for the ability for an experience engine to help drive outcomes for the world's largest technology businesses

Why Us? Why Now?

For more than 10 years, Appcues has helped technology companies deliver experiences that drive growth. With a decade of experience and data on what experiences drive results, we are uniquely positioned to help the next era of technology platforms achieve their potential as they prepare for the outcomes era in business.

At Appcues, customer-centricity is not an initiative — it is our DNA. We exist to help customers deliver experiences that drive growth.

We are on a journey to elevate the impact our CSMs make by freeing them to guide customers with clear business plans and strategic insight. We are scaling support-first programs, digital lifecycle marketing, and customer education so customers can adopt and succeed more easily. We are transforming Appcues from an in-app solution to an experience orchestration engine uniquely configured to each customer. And we are bringing forward more than a decade of expertise on what works to help customers grow.