Vice President of Customer Experience

VP of Customer Experience will lead all of the customer-facing teams, driving remarkable customer experience pre- and post-purchase including account retention and growth. We firmly believe that every customer interaction – from technical support to product consultation to sales demo to account review – represent opportunities to deliver customer value, elevate brand, and grow the business. With product-led momentum Zello is growing organically at 40% a year with NRR of 120% across thousands of customers. Your mandate is to accelerate this growth by leading the customer team working closely with the Product and RevOps organizations.

• Build a world-class team that owns the full customer experience through the entire customer lifecycle
• As a member of the executive team reporting to the CEO, contribute to the company's overall strategy, objectives and key results
• Personally drive the contract negotiations with some of the largest brands in the world
• Improve new logo conversion rates from initial contact to close with repeatable, PLG-centric processes in collaboration with RevOps, Product and Engineering
• Implement enterprise-ready processes for handling complex sales, customer success and support requirements
• Transform support into efficient global 24x7x365 operation
• Hire, develop and retain top talent, delivering customer value at every interaction via a deep understanding of the product and the markets that we serve

• Experience in a customer-facing leadership role
• Love for engaging with customers and visiting them personally
• Data-driven decision making and accountability
• Product and analytical competence from prior role
• Passion for recruiting, training and coaching early-career, high-potential talent
• Leadership role in a company growing 30% or more and under $50M ARR
• Outstanding written communication and presentation
• Presence, confidence and the ability to lead a room of executives
• Curious, fast learner, and self-driven for results
• Frontline worker experience (construction, retail, hospitality, transportation, etc)

• PLG, freemium or consumer app experience
• Prior responsibility for product management, product marketing, customer research, or product design
• STEM degree
• Austin-based recruiting network
• Prior P&L responsibility for a business unit