VP, Customer Experience

Audyence•Austin, TX

2d•Onsite

About The Position

Audyence is seeking a strategic, operationally focused Vice President of Customer Experience to build and lead a modern, system-driven post-sale organization that drives customer retention, usage and long-term revenue growth. This role will report directly to our Chief Revenue Officer and will own the strategy, execution, and performance of the post-sale customer lifecycle. This role is responsible for turning Customer Experience into a core growth driver by improving retention, expansion, product adoption, and long-term customer value. You will lead and scale a high-performing CX organization while partnering closely with Sales, Product, Marketing, and RevOps to deliver a seamless and impactful customer journey. You will be expected to: Build a system that drives consistent customer usage, not just manage relationships Eliminate gaps between onboarding, activation, and ongoing enablement Implement automation and AI workflows to scale without linear headcount growth Create clear accountability for customer outcomes across the lifecycle This role owns the following KPIs: Gross Revenue Retention (GRR) Customer usage and spend consistency Customer onboarding time-to-value Customer experience (NPS, CSAT, journey design) And supports the following KPIs: Net Revenue Retention (NRR) Customer Health Index (CHI) Feature Adoption Rates

Requirements

8+ years of experience in B2B SaaS, MarTech, or SalesTech
5+ years in a senior leadership Customer Success, Customer Experience, or related leadership role
Proven success driving retention, expansion, and customer outcomes and implementing best practices for increasing lift and incentivizing lift efforts
Deep knowledge of B2B demand generation strategy and execution
Experience building and scaling teams and operating models
Strong executive presence and experience working with senior stakeholders
Cross-functional leadership across Sales, Product, Marketing, and RevOps
Analytical mindset with a data-driven approach to decision-making

Responsibilities

Define and lead the global Customer Experience strategy and operating model
Build and scale a CX organization across onboarding, success, support, and expansion
Establish clear accountability for active vs. inactive customers, time since last spend, GRR, and other KPIs measured on the department and individual level
Align CX performance to revenue outcomes including retention and growth
Serve as the voice of the customer to influence product and company strategy
Own key metrics including Gross Revenue Retention, product and feature adoption rates, and customer satisfaction
Build and operationalize processes and systems to ensure consistent customer engagement
Establish and scale Mutual Success Plans across key accounts
Build executive relationships with strategic customers
Drive consistent delivery of measurable customer outcomes
Own the full post-sales customer lifecycle
Design and implement a structured, repeatable lifecycle across: onboarding à activation à ongoing usage à re-engagement à renewal and/or upsell
Define and hold teams accountable to consistent, clear playbooks across each of these stages
Eliminate drop-off points
Drive strong adoption of new features through evangelism and demonstration
Oversee successful integrations and data flow across customer systems
Identify inefficiencies and deploy automation across onboarding processes, customer communication and follow-ups, usage tracking and alerts, and re-engagement campaigns
Position Audyence to our customers as a strategic partner in demand generation
Standardize best practices across ABM, content strategy, attribution, lead scoring, and nurture strategy
Ensure the team delivers high-value, consultative guidance tied to business impact
Host occasional customer events and webinars to demonstrate our thought leadership in the space
Partner with Sales on expectation setting, renewals, and expansion
Partner with Product on feedback loops and roadmap prioritization
Partner with Marketing on thought leadership and customer advocacy
Partner with RevOps on forecasting, data, and scalable processes
Build, lead, and develop a high-performing CX team inclusive of: Technical Account Management responsible for onboarding, implementation and troubleshooting Customer Experience Owners responsible for relationship development, driving ongoing usage and spend, identifying expansion opportunities, and feature evangelism and adoption
Refine roles, metrics, and career paths
Foster a culture of accountability, innovation, and customer focus

Benefits

Work from our beautiful downtown Austin office
Competitive salary & performance-based bonus
Equity in a fast-growing company
Medical, Dental, Vision for employees and family
401k
Monthly Stipends for:
Health & Wellness
Home Internet
Cell phone
Child/Pet Care
Commuter perks
We truly embody our values and live it through the culture we are creating at Audyence.
Think Big – Dream boldly and push boundaries
F.I.T.F.O. (Figure It The F Out) – Be resourceful, figure things out independently, and keep momentum moving
Earn Trust & Respect – Operate with integrity and transparency in every interaction
Take Agile Action – Move quickly with clarity and confidence. Progress over perfection
Be Customer Obsessed – Solve real problems for real people. Always advocate for the user
Take Ownership – Step up, take accountability, and deliver results
Be Resourceful – Do more with less. Work smart, not just hard
Prioritize Profitability – Build a sustainable, capital-efficient company that lasts
Execute with Quality – Sweat the details and build with care. Excellence is the expectation
Know Where You Stand – Use data to measure performance and stay grounded in reality
Share Knowledge with Others – We grow faster together. Make knowledge transfer part of your default behavior