New

VP of Customer Experience

Vaco
$180,000.00 - $220,000.00 / yr
United States, Colorado, Denver
Apr 01, 2026
Vice President, Customer Experience Location: Denver, Hybrid 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. Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. EEO Notice Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com . Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal. Privacy Notice Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies. California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here. Virginia residents may access our state specific policies here. Residents of all other states may access our policies here. Canadian residents may access our policies in English here and in French here. Residents of countries governed by GDPR may access our policies here. Pay Transparency Notice Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to: the individual's skill sets, experience and training; licensure and certification requirements; office location and other geographic considerations; other business and organizational needs. With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.