Vice President of Customer Experience

The role

This leader will oversee the systems, processes, analytics, and cross-functional programs supporting the full customer lifecycle. You will lead and scale the operational foundation for pre-sales, onboarding, customer success, support, renewals, and account management.

What you will do

• Own and optimize operational processes across the end-to-end customer lifecycle.
• Partner with Customer Success, Support, Professional Services, Sales, and Account Management leadership.
• Build and scale customer operations infrastructure including tooling, reporting, and automation.
• Establish and track key customer metrics including retention, churn, NPS/CSAT, and product adoption.
• Drive operational alignment between pre-sales and post-sales teams.
• Develop scalable processes for customer escalations, renewal management, and executive business reviews.
• Lead capacity planning, operational planning, and resource modeling efforts.
• Partner with executive leadership to develop customer growth strategies and identify operational risks.
• Evaluate and improve CRM, customer success, support, and analytics systems.
• Build, mentor, and develop high-performing operational teams.

Required qualifications

• 10+ years of experience in Customer Operations, Customer Success Operations, Account Management, Customer Experience, or related leadership roles within SaaS, cloud, or hyper-growth technology compani
• Proven experience overseeing or enabling customer-facing functions, including Customer Success, Technical Support, Account Management, and pre-sales operations.
• Strong understanding of enterprise customer lifecycles and post-sales operating models.
• Demonstrated success building scalable operational frameworks, systems, and processes in high-growth environments.
• Strong analytical mindset with experience leveraging data to drive operational improvements, customer retention, forecasting, and executive decision-making.
• Experience building executive dashboards, operational reporting, customer health models, and business review processes.
• Strong cross-functional leadership skills.
• Hands-on experience with platforms such as Salesforce, Gainsight, Zendesk, HubSpot, or similar customer operations tooling.
• Excellent communication, organizational, and stakeholder management skills.

Nice to have

• Experience supporting enterprise SaaS or highly technical products and customer environments.
• Experience building or scaling global customer operations teams and programs.
• Familiarity with AI-driven customer operations, workflow automation, or digital customer success strategies.
• Experience with subscription-based revenue models, renewal forecasting, and expansion planning.
• Background in scaling Series A through pre-IPO organizations.
• Experience partnering closely with go-to-market, finance, and product organizations on strategic planning initiatives.

Benefits

• Competitive compensation
• Equity
• Benefits package

About the company

Antithesis helps engineering teams find and fix bugs that traditional testing misses. Their platform runs entire systems in a deterministic simulation to provide engineers with root cause analysis and perfect reproduction.