VP Customer Journey

AVEVA•Philadelphia, PA

2d•Hybrid

About The Position

The Vice President of Customer Journey is responsible for architecting, aligning, and optimizing the end-to-end customer lifecycle to maximize customer value realization, retention, and revenue expansion. This role exists to ensure that every customer interaction from first engagement through renewal and advocacy is intentionally designed, measurable, and continuously improved. The VP of Customer Journey serves as the executive owner of lifecycle performance, transforming the customer experience into a structured growth engine that drives predictable Net Revenue Retention and long-term enterprise value. The position bridges Marketing, Sales, Product, Customer Success, and Operations to eliminate functional silos and establish a unified, customer centred operating model. By combining strategic vision, operational rigor, and data driven insight, this leader ensures that customer outcomes directly align with company growth objectives.

Requirements

10–15+ years in SaaS leadership roles.
Deep understanding of SaaS revenue models.
Experience leading Customer Success, Growth, Operations, or Lifecycle Marketing.
Demonstrated success improving retention and expansion metrics.
Experience operating in growth-stage or enterprise SaaS environments
Strong data and analytics capability.
Experience implementing journey orchestration processes.
Executive-level communication and influence.
Proven cross-functional leadership.

Responsibilities

End‑to‑End Customer Lifecycle Strategy Develop clear, segmented journey maps across ICPs, verticals, and deal sizes.
Define lifecycle stages with measurable entry/exit criteria.
Establish standardized customer handoffs across Marketing, Sales, CS, and Product.
Identify friction points and conversion drop-offs across the organization.
Implement lifecycle playbooks that align internal teams around customer outcomes.
Create governance frameworks to ensure consistent execution across segments.
Onboarding & Activation Excellence Define and operationalize Time-to-Value (TTV) benchmarks.
Design scalable onboarding frameworks for SMB, Mid-Market, and Enterprise customers.
Improve onboarding conversion and product activation rates.
Partner with Product to reduce implementation complexity.
Create proactive onboarding risk signals.
Develop success milestones that align with customer business objectives.
Product Adoption & Value Realization Increase product engagement through lifecycle campaigns and usage triggers.
Identify leading indicators of churn and expansion through product analytics.
Partner with Product to align feature prioritization with customer insights.
Create adoption programs for key features and new releases.
Align customer health scoring with actual value realization metrics.
Establish playbooks for re-engaging low-usage or dormant accounts.
Retention & Expansion Improve Gross Revenue Retention (GRR) through proactive churn prevention.
Increase Net Revenue Retention (NRR) through structured expansion motions.
Design renewal readiness frameworks and expansion triggers.
Partner with Customer Success and Sales to operationalize account growth strategies.
Implement segmentation-based retention strategies.
Build predictive models for churn and upsell likelihood.
Customer Insights & Voice of Customer Build a structured Voice of Customer (VoC) program.
Operationalize NPS, CSAT, and Customer Effort Score programs.
Establish closed-loop feedback processes across teams.
Translate qualitative and quantitative feedback into roadmap influence.
Deliver executive-level reporting on customer sentiment trends.
Identify systemic experience issues and lead cross-functional resolution.
Journey Analytics, Systems & Technology Create unified lifecycle dashboards with clear KPI ownership.
Implement cohort analysis to understand behaviour by segment and stage.
Partner with Operations to optimize CRM, marketing automation, and CS platforms.
Ensure clean data architecture and single customer view.
Leverage automation to scale lifecycle engagement.
Align reporting structures with revenue accountability.