VP of CX

Job Description:

At Foothold Technology, we are obsessed with delivering exceptional customer experiences. As the Vice President of Customer Experience (CX), you will be a critical part of our leadership team, reporting directly to the CEO. Your mission is to redefine industry standards and create the heartbeat of our company-wide Land-Adopt-Expand-Renew strategy. You will play a pivotal role in shaping our customer-centric strategy and driving exceptional customer experiences. 

Key Responsibilities:

• Drive Best-in-Class Customer Retention and KPI Attainment: Lead efforts to achieve industry-leading logo, gross, and net dollar retention metrics. Establish and achieve key KPI metrics, including Logo Retention, Gross Retention, Net Retention, expansion opportunities, utilization/adoption, implementation time, SLA achievement, and support ticket trends.
• Build High-Performing Teams: Assemble, mentor, and retain a high-performing team across Customer Success, Professional Services, and Support.  Foster a culture of collaboration, results-oriented excellence, and maintain quarterly team eNPS >50.
• Serve as Strategic Leader for the Post-Sale Org: Craft the vision and strategy for the entire Customer Experience department. Define clear accountabilities, reorganize resources for scalability, and promote cross-functional collaboration for exceptional customer outcomes.
• Leadership:. Provide clear direction and set transparent expectations, explaining the "why" of top-down decisions while actively seeking input from the teams.
• Change Agent: Act as a change agent by addressing opportunities for improvement across the CX org while taking the time to learn the systems and engage with the AWARDS and FCM product teams to implement changes.
• Own Customer Data:  Deeply understand the data and metrics that drive customer success.  Proactively share data with customers to demonstrate our product's value.
• Drive Expansion Opportunities:  Enhance customer satisfaction and adoption to create demand for expanding our partnerships.  Support Sales with predictable expansion opportunities and foster growth-ready accounts.
• System and Process Infrastructure:  Establish infrastructure for systematic and repeatable customer journey touchpoints.  Leverage tools for tracking, measuring, and reporting, enabling proactive engagement and efficient resource allocation.
• Deliver Best-in-Class Execution:  Ensure on-time implementations with high post-implementation NPS scores.  Drive utilization, adoption, and effective cross-functional collaboration.
• Escalation Management:  Swiftly and effectively handle escalations, achieving high-resolution rates and clear escalation flowpaths.

Experience:

• Proven track record of strategic leadership in customer experience, ideally within a technology-driven environment
• Expertise in managing and motivating diverse cross-functional teams, including Customer Success, Professional Services, and Technical Support.
• Passion for redefining industry standards and delivering exceptional customer experiences.
• Strong analytical, change management, people development, and data-driven decision-making skills.

Metrics:

• Logo Retention
• Gross Retention
• Net Retention
• Expansion Opportunities
• Utilization/Adoption Rates
• Implementation Time
• SLA Achievement
• Support Ticket Trends
• Team eNPS >50

The expected range of base pay for this position  is $180,000 - $200,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of bonus or benefits. More information about the salary range specific to your working location and other factors will be shared during the hiring process.