VP, Customer Experience

7 days ago

Dublin, Dublin City, Ireland Tbwa ChiatDay Inc Full time

At LearnUpon, we're seeking an experienced VP of Customer Experience (CX) to join our Executive team. This is a hybrid role, working 2-3 days per week from LearnUpon's Dublin or Salt Lake City office.

LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.

With offices in Dublin (our HQ), Philadelphia, Salt Lake City, Belgrade and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do.

Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We strive to live by our values, act like owners, lead with curiosity and deliver quality for our customers. We're proud of our success and we're humble and hungry to achieve more.

Our Customer Experience function is fundamental to driving our Company's and Customers' success. The VP of CX is a results-driven leader responsible for designing and executing strategies that drive customer retention, loyalty, and revenue growth. This role focuses on optimizing the customer journey to maximize lifetime value, reducing cancellation, and identifying opportunities for account expansion. By partnering across departments, the VP will create a customer-first culture that aligns with the organization's growth objectives.

What will I be doing?

As the VP of CX, you will lead a high-performing team of leaders across our Implementation, Customer Success, and Technical Support functions, whose teams are dedicated to enhancing customer satisfaction, developing expansion opportunities, and ensuring a seamless, positive customer experience.

In addition, you'll have overall responsibility for the following key areas:

Retention and Revenue Growth

  • Develop and execute data-driven strategies to increase customer retention, loyalty, and satisfaction.
  • Create programs and campaigns designed to grow revenue through expansion opportunities by identifying unmet customer needs.
  • Use data-driven insights to segment the customer base to deliver targeted retention efforts and personalized growth opportunities.
  • Proactively monitor customer health metrics, identifying and mitigating risks for at-risk accounts.

Revenue Alignment

  • Partner with Sales and Revenue Operations teams to build collaborative strategies for renewals and account growth.
  • Collaborate with Product and Marketing teams to incorporate feedback into platform improvements and targeted campaigns.
  • Track and measure the financial impact of customer retention and expansion initiatives, ensuring alignment with company goals.
  • Design and refine the customer journey, from implementation to growth, to ensure a seamless and consistent experience across all touchpoints.
  • Implement customer success initiatives such as collaborative Results Strategy sessions, to ensure customers realize the full value of LearnUpon's platform and services.
  • Introduce proactive engagement strategies such as a customer community and advisory board, that address customer concerns and promote platform adoption.

Leadership and Team Development

  • Build, lead, and inspire a high-performing team focused on retention and growth.
  • Provide coaching, mentorship, and professional development opportunities to enhance team effectiveness.
  • Foster a culture of accountability, innovation, and customer-centric thinking.

Analytics and Reporting

  • Define, monitor, and report on key performance metrics, including retention rates (Up For Renewal & CARR), customer lifetime value, expansion revenue, and cancellation.
  • Leverage customer data and insights to identify trends, risks and opportunities for improvement.
  • Present actionable insights and recommendations to the executive team and Board to drive decision making.

What experience do I need?

  • At least 10 years' Customer-focused leadership experience with broad experience across all CX disciplines.
  • Proven experience leading a large Customer Experience function in a SaaS B2B company from growth stage to scale-up stage.
  • Proven track record of increasing customer retention and driving revenue expansion in an executive leadership role.
  • Extensive experience in customer lifecycle management, success, or experience with a focus on measurable outcomes.
  • Demonstrated ability to work cross-functionally and align teams around customer-focused goals.
  • A proven track record of leading and mentoring a team to achieve exceptional results.

What skills do I need?

  • Strong analytical skills and strategic thinking abilities, with a focus on using data to drive decisions.
  • Exceptional leadership, communication, and interpersonal skills.
  • Expertise in CRM systems and analytics tools.

Not required but considered a plus

  • Experience in eLearning, Ed Tech, or Learning Management.

Why work with us?

  • Competitive compensation package and company ESOP.
  • Private health insurance.
  • 25 days' paid time off + 1 annual company wellness day off.
  • Structured learning environment.
  • Excellent career progression.
What is the Hiring Process?

Applicants for the position can expect the following hiring process:

  • Qualified applicants will be invited to schedule a 30-minute call.
  • Successful candidates will then be invited to a series of practical interviews, including a task.
  • Finally, candidates will have a short interview with our CEO.
  • Successful candidates will be contacted with an offer to join our team.

LearnUpon is an Equal Opportunities Employer. We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.

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