Full-Time VP of Customer Experience
Appcues is hiring a remote Full-Time VP of Customer Experience. The career level for this job opening is Manager and is accepting USA based applicants remotely. Read complete job description before applying.
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Appcues
Job Title
VP of Customer Experience
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
USA
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Job Details
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 experiences 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 worlds largest technology businesses
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time VP of Customer Experience at Appcues is
22nd of September 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
USA
] applicants. .
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