Vice President, Customer Experience

Boston Dynamics•Waltham, MA

1d•$229,000 - $338,000

About The Position

We are seeking a strategic and execution-oriented Vice President of Customer Experience to define and lead the company’s end-to-end post-sale customer strategy at scale. This leader will be accountable for the performance and evolution of our global customer experience across Deployments & Integration, Customer Success, and Global Service & Support, ensuring customers achieve meaningful outcomes while enabling efficient, repeatable growth. This is a critical enterprise leadership role responsible for building the systems, operating model, and leadership capability required to support increasingly complex customer environments as we scale from innovation to commercialization.

Requirements

15+ years of experience in senior leadership roles spanning Customer Experience, Service, Customer Success, or Operations
Proven track record leading leaders of leaders and scaling global, multi-layered organizations in complex, technical environments (e.g., robotics, hardware + software, industrial tech, or enterprise systems)
Deep experience designing scalable operating models for post-sale functions, including service delivery, customer success, and deployment
Strong business acumen, with demonstrated ability to manage tradeoffs between customer experience, operational complexity, and cost
Track record of influencing cross-functional executive peers across Product, Engineering, and Go-To-Market

Nice To Haves

Experience with global service infrastructure, lifecycle revenue models, or service-related P&L is a plus

Responsibilities

Define the vision, strategy, and operating model for the end-to-end customer lifecycle, from deployment through long-term support and expansion
Lead a multi-layered, global organization through experienced Directors and Senior Directors across Service, Customer Success, and Deployments
Establish clear accountability, governance, and performance standards across all post-sale customer functions
Design and continuously evolve a scalable global delivery model, including customer segmentation, coverage, and service delivery approaches
Balance customer experience, speed, and cost-to-serve, ensuring sustainable and efficient growth
Implement systems, processes, and infrastructure that enable predictable, repeatable execution at scale
Own enterprise-level outcomes including retention, expansion, uptime, time-to-value, and customer satisfaction
Partner with Sales and Finance to align on lifecycle revenue strategy, including renewals and expansion
Ensure customer experience is directly tied to measurable business impact and long-term value creation
Serve as the executive voice of the customer, shaping Product, Engineering, and GTM priorities
Drive alignment on critical tradeoffs (e.g., customization vs. standardization, speed vs. quality, cost vs. experience)
Ensure customer insights are systematically translated into product roadmap and operational improvements
Build and lead a high-performing leadership bench, setting expectations for accountability, performance, and development
Coach Directors and Senior Directors to operate as enterprise leaders, not just functional experts
Foster a culture of ownership, rigor, and customer-centric decision-making