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VP, Customer Experience

1 day, 5 hours ago
Spain, United States
Full-time
Executive
Customer Success
Customer and Technical Support
HubSpot
Apply Now
Breezeway

Breezeway

Breezeway is a leading property operations and services platform specializing in coordinating, communicating, and verifying detailed work at rental properties. Their software and mobile apps streamline workflows, providing full visibility into tasks li...

Professional Services
11-50
Founded 2017
$36M raised
View All Jobs 10

Description

  • Define and lead the end-to-end post-sale strategy across onboarding, adoption, retention, and support.
  • Set KPIs and performance frameworks tied to retention, efficiency, and customer outcomes.
  • Serve as the executive voice of the customer in leadership discussions and company priorities.
  • Lead and develop a multi-layered CX organization across Customer Success, Implementation, and Support.
  • Evolve organizational structure, roles, and coverage models to support scale and profitability.
  • Own net revenue retention, gross retention, and overall customer health metrics.
  • Build programs that drive customer adoption, engagement, and long-term value realization.
  • Optimize onboarding and implementation processes to improve activation, predictability, and time-to-value.
  • Oversee global support operations, including tiering, self-service, escalation management, and Assist.
  • Partner cross-functionally with Product, Sales, Marketing, and Finance on priorities, forecasting, capacity planning, and unit economics.

Requirements

  • 10–15+ years of progressive experience in Customer Experience or Customer Success leadership within B2B SaaS.
  • Full ownership experience across the post-sale lifecycle, including Success, Support, and Implementation.
  • Experience as the top CX leader at a ~$20M–$100M ARR company, or as a senior leader owning a comparable segment in a larger SaaS organization.
  • Track record of scaling CX through growth by evolving org structure, processes, and operating rigor.
  • Demonstrated success improving NRR, retention, onboarding efficiency, and cost-to-serve.
  • Experience in high-velocity SMB to mid-market environments with scalable, repeatable motions.
  • Strong operational comfort with metrics, forecasting, capacity planning, and systems such as HubSpot.
  • Experience leading through change, including introducing new processes and performance expectations.
  • Track record of building and developing CX teams, including hiring and coaching senior leaders.
  • Strong cross-functional partnership experience with Product, Sales, Marketing, and Finance.
  • Pragmatic, low-ego leadership style with a high ownership mindset.

Benefits

  • Remote-first work environment with team members across the U.S. and globally.
  • Hiring available in the U.S. and Spain, with a defined list of eligible U.S. states.
  • Equal opportunity employer commitment to an inclusive workplace.
  • Accommodation available during the application process for candidates who need it.

Interested in this position?

Apply directly on the company website

Apply Now

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