Vice President of Client Experience

Scorpion Enterprises • Chicago, IL

5d • $220,000 - $250,000 • Remote

About The Position

At Scorpion, we believe exceptional client experiences do not happen by accident. They are intentionally designed, continuously improved, and deeply rooted in how teams work together. The Client Experience team exists to elevate and scale those experiences across every stage of the client journey. This role is remote, and we are seeking candidates based in the Chicago, IL area. As Vice President of Client Experience, you will shape how clients experience Scorpion from day one through long term partnership. You will identify the moments that build trust, remove friction between teams, and create clear ownership so clients experience consistency and care at every step. This role is about turning client insight into action and helping the organization operate as one connected, client focused system. Reporting to the Chief People Officer, you will lead a high performing Client Experience team while partnering closely with leaders across Sales, Account Management, Product, Marketing, People, and Operations. You will influence how teams collaborate, set enterprise wide experience standards, and build practical tools and feedback loops that drive real behavior change. This is a highly visible leadership role for someone who enjoys building, improving, and challenging the status quo in service of a better experience for both clients and teams. You are curious, collaborative, and energized by bringing people together around a shared vision. If you are passionate about creating meaningful client impact, building inclusive teams, and shaping how an organization shows up for its clients, we would love to hear from you.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience.
• 10+ years of experience leading client experience or customer lifecycle strategy within complex, cross functional organizations.
• 5+ years of experience leading and developing high performing CX focused teams within complex organizations.
• Deep experience operating and improving client facing functions such as Customer Success, Account Management, or Professional Services within complex organizations.
• Ability to synthesize complex information and present clear, compelling recommendations that drive enterprise level decisions.
• Track record of defining and scaling client experience frameworks that influence how distributed teams operate and deliver value.
• Proven ability to influence senior leaders and drive enterprise alignment around shared client experience outcomes.
• Ability to translate client insight into strategic narratives that influence decision making and drive enterprise action.

Nice To Haves

• Advanced degrees such as a Master of Business Administration, Human Centered Design, Organizational Leadership, or related fields are valued.

Responsibilities

• Voice of the Client Stay closely connected to client experiences through review of sales handoffs, onboarding conversations, business reviews, escalations, written communications, and feedback channels.
• Identify patterns across client feedback, satisfaction metrics, reviews, and support interactions.
• Build scalable ways to capture, analyze, and act on feedback to continuously improve the client journey.
• Translate insights into clear, measurable improvements that strengthen trust and long term outcomes.
• Client Experience Strategy and Journey Design Define and lead the enterprise wide client experience vision and roadmap.
• Design and continuously improve the end to end client journey across segments and lifecycle stages.
• Establish clear experience standards aligned with Scorpion’s brand promise and value proposition.
• Develop practical playbooks and frameworks that support consistency while allowing flexibility for client needs.
• Lifecycle Optimization and Continuous Improvement Identify friction points and opportunities across onboarding, engagement, renewal, and growth stages.
• Lead cross functional initiatives that improve the client experience and strengthen long term partnerships.
• Implement scalable systems that balance consistency with personalization.
• Metrics and Accountability Own key client experience outcomes, including retention, renewal, expansion, client health, and satisfaction metrics.
• Build visibility through clear dashboards and shared metrics that support informed decision making.
• Partner with leaders to address systemic challenges and improve performance across the client journey.
• Cross Functional Leadership Partner closely with Sales, Account Management, Product, Marketing, and Operations to create a connected client experience.
• Ensure alignment between business strategy and experience delivery.
• Influence service models and priorities based on client and field insights.
• Embed client focused thinking into planning, decision making, and day to day operations.
• Team Leadership Build and lead a high performing Client Experience team that combines strategy, analysis, and enablement.
• Ensure the team remains connected to real client experiences through regular exposure and learning.
• Coach and influence leaders across the organization to deliver consistent client value.
• Foster a culture of collaboration, accountability, and continuous improvement.

Benefits

• 100% employer-paid medical, dental, and vision insurance
• Flexible paid time off, so you can rest, relax, and recharge away from work
• Paid parental leave
• Paid cell phone and service
• Remote office allowance
• Professional development and development courses
• Regular manager check-ins to drive performance and career growth through Lattice

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 501-1,000 employees