SVP of Customer Experience

Dtn

231d

About The Position

DTN is seeking a strategic, customer-obsessed leader to serve as our Senior Vice President of Customer Experience. This executive will own the end-to-end customer journey, leading teams across professional services, customer onboarding, implementation, success, enablement and support across several sectors of the business. The SVP will ensure every customer touchpoint is driving measurable business value—for both the customer and the company. This is a highly visible role that will work cross functionally with our sector General Managers (GM), Sales, Product, Marketing, and Operations to ensure a unified, value-driven customer experience.

Requirements

• 15+ years of experience in customer success, professional services, or customer experience, including 5+ years in senior roles.
• Proven success in scaling professional services and/or customer success organizations within a SaaS or enterprise technology environment.
• Demonstrated ability to drive business value for clients and tie outcomes to retention and growth.
• Strong financial acumen and experience managing service P&Ls.
• Experience working cross-functionally to align CX with product, sales, and marketing strategies.
• Exceptional leadership, communication, and executive presence.

Nice To Haves

• Experience building value-based service frameworks (e.g., value advisory and benchmarking, transformation programs).
• Familiarity with enterprise customer environments and complex stakeholder ecosystems.
• Expertise with CX tools and platforms (e.g., ChurnZero, Salesforce, analytics dashboards).

Responsibilities

• Develop and execute a comprehensive customer experience strategy that aligns with company growth and retention goals.
• Champion a culture of customer-centricity, accountability, and excellence across all post-sale functions.
• Act as the voice of the customer in executive decision-making.
• Lead the professional services organization to deliver high-impact implementation, integration, and advisory services.
• Define service delivery models, methodologies, and governance structures to ensure quality, scalability, and profitability.
• Develop repeatable frameworks that accelerate time-to-value for customers.
• Ensure customer engagements are structured to drive measurable ROI and strategic outcomes.
• Build tools and processes that track value realization throughout the customer lifecycle.
• Partner with our sector General Managers and Sales to identify expansion opportunities rooted in demonstrated business impact.
• Oversee onboarding, implementation, enablement, and ongoing success programs.
• Drive proactive engagement strategies that reduce churn, improve satisfaction (NPS/CSAT), and maximize lifetime value.
• Own key metrics including retention, expansion, service utilization, and customer health scores.
• Hire, develop, and lead a high-performing team of customer-facing professionals.
• Set clear goals and performance standards across all CX functions.
• Foster a high-accountability, high-trust environment.

Benefits

• Great benefits at DTN.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Management of Companies and Enterprises