What are the responsibilities and job description for the VP of Customer Experience position at Vaco by Highspring?
Vice President, Customer Experience
Location: Denver or Austin
About the Organization
We are a global, growth?oriented organization focused on building technology?enabled solutions that help customers succeed and scale. Our teams operate across multiple regions, collaborating closely to deliver meaningful outcomes and long?term value.
We believe progress is driven by people who take ownership, move with purpose, and are energized by solving complex challenges. Our culture values curiosity, accountability, and momentum—creating space for individuals to grow while making a measurable impact. If you thrive in fast?moving environments and care deeply about customer outcomes, you’ll feel right at home here.
About the Role
We are seeking a strategic, customer?focused Vice President of Customer Experience to lead and evolve our global customer success organization across North America, Europe, and Asia?Pacific. This leader will be responsible for shaping and delivering a seamless, high?impact experience across the entire customer lifecycle—from post?sale onboarding through long?term retention, expansion, and advocacy.
As a member of the senior leadership team, this role partners closely with Sales, Onboarding, Support, and Product leaders to ensure a unified, end?to?end customer journey. The VP of Customer Experience will build and scale high?performing global teams, implement repeatable systems and processes, and position customer experience as a core driver of growth and differentiation.
What You’ll Do
- Define and execute a global customer experience strategy aligned to business growth and revenue goals.
- Lead and scale customer success teams across multiple regions, fostering strong leadership, accountability, and performance excellence.
- Design and continuously improve the end?to?end customer lifecycle, ensuring seamless transitions between Sales, Onboarding, Success, and Support.
- Champion a proactive, high?touch service model that drives customer satisfaction, retention, and expansion.
- Establish and monitor key performance metrics including retention, churn, customer satisfaction, time?to?value, and product adoption.
- Partner with Sales leadership to improve handoffs, align on expansion strategy, and support accurate forecasting.
- Implement scalable systems, tools, and processes that ensure consistency while accommodating regional needs.
What We’re Looking For
- 10 years of experience in Customer Success, Customer Experience, or related customer?facing leadership roles within a B2B technology environment.
- 5 years of experience leading global, multi?region teams across North America, Europe, and APAC.
- Proven success driving retention, net revenue retention, and customer lifetime value in a scaling organization.
- Strong executive presence with the ability to partner cross?functionally with Sales, Product, Marketing, and Support.
- Demonstrated ability to design and operationalize scalable customer lifecycle frameworks.
- Deep understanding of recurring revenue models and customer health measurement.
- Experience supporting both enterprise and mid?market customer segments.
- Strong commercial acumen with the ability to balance customer advocacy and business outcomes.
How You’ll Show Up
- Strategic thinker who can operate effectively at both executive and operational levels.
- Clear, influential communicator who can align and inspire stakeholders across the organization.
- Data?driven decision maker who translates insights into action.
- Customer?first leader with a strong sense of ownership and accountability.
- Comfortable leading through change in a fast?paced, growth?oriented environment.
What You Can Expect
You’ll join a culture centered on ownership, trust, and clarity of purpose. We move decisively, collaborate deeply, and stay focused on what matters most—delivering value to customers and empowering our teams.
What we offer:
- High trust, real impact: Autonomy to lead end?to?end and make meaningful decisions.
- Curiosity with discipline: We challenge assumptions and continuously improve how we work.
- One team mindset: Collaboration over ego, shared wins, and mutual support.
- Room to grow: Stretch opportunities that build leadership capability and long?term career growth.
- Progress with purpose: A focus on sustainable impact over short?term fixes.
We’re building something meaningful—and we’re looking for leaders who want to help shape what comes next.
Salary : $220,000