Description

Vice President, Customer Experience

 

As a critical part of Absolute Security’s leadership team, the Vice President, Customer Experience (“VP”) is principally responsible for driving broad adoption of Absolute portfolio of products and services, while driving customer retention and growing customer lifetime value. The role provides overall leadership for multiple customer functions – including Customer Success, Customer Programs, and Customer Support. This role includes strategic leadership and functional management of a global team.

 

As an innovative and collaborative leader, the VP will define the customer journey and develop programs to accelerate product adoption and expansion throughout the journey. You will be responsible Absolute’s customer satisfaction (NPS) and will contribute directly to gross retention and net retention, amongst other key metrics.

 

Acting as the Voice of Customer, you will participate in meetings with leadership across the Sales, Marketing and Product organizations, providing insights on customer blockers and drivers, to deliver impactful feedback.

 

• Building and enhancing key customer programs, aligned to growth strategy, product enhancements, company campaigns, or acquisitions
• Championing a customer-first culture, ensuring every interaction strengthens loyalty and retention
• Managing, operating, and scaling the customer success, professional services, managed services, customer programs, and customer/technical support, ensuring seamless onboarding, adoption, and long-term retention and growth
• Reviewing our customer experience strategy to enhance the overall customer lifecycle
• Reviewing, enhancing, and communicating key operational processes for customer workflows with cross department business leaders
• Creating a growing professional services / consulting practice, aligned to industry leading metrics and operating principles, and augmented by partner-driven services
• Driving AI initiatives, leveraging automation and AI-driven analytics to improve efficiency
• Building strong internal and external relationships, acting as a trusted advisor to help clients achieve business goals
• Conducting regular business reviews to align on performance, outcomes, and future opportunities
• Managing the strategy, to review, replace or launch key systems and tools across the department
• Tracking and maintaining customer metrics, including health scores, customer adoption, NPS, NDR, and retention rates
• Maintaining a data-driven approach, using customer insights to drive decisions
• Driving proactive outreach strategies to maximize customer value
• Managing and mentoring the segment leaders, handling critical escalations and department career development
• Facilitating cross-functional coordination within and outside the department, to communicate key initiatives/projects, resolve any issues, and ensure overall alignment
• Supporting escalation management processes to effectively handle critical customer issues
• Working closely with cross-functional leaders to define the ideal customer journey, value delivery methodology, and operational models
• Building and leading a high-performing global team
• Ensuring optimal customer segmentation, refining customer programs and engagement models
• Maintaining a robust customer feedback loop, leveraging insights to inform the product roadmap, support processes, and customer experience improvements
• Protect the security and privacy of Absolute and its customers 

 

• 10+ years’ experience in Customer Experience leadership for an enterprise SaaS organization
• Experience leading Customer Experience and/or Customer Success in an organization with a multi-product portfolio, with focus on customer expansion and growth
• Strong track record expanding customer accounts and relationships
• Experience designing and/or enhancing customer community-oriented programs
• Expert-level knowledge of industry-leading customer management models
• Experience operating a healthy services and/or consulting practice
• Innate knowledge of customer success and support KPIs
• Strong technical aptitude/orientation, showing an ability to understand key product offerings and use cases
• Demonstrable business acumen and experience with support/success budgeting models
• Strong track record in customer management, including executive escalation management
• Previous experience coaching business unit leaders
• Preference will be given to candidates with a cybersecurity background

 

 

Absolute Security is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]