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VP of Customer Experience
Appcues
Customer Service
Boston, MA, USA
Posted on Aug 19, 2025
We are recruiting a VP of Customer Experience to lead our Customer Success and Support organization and elevate how we serve our existing customers.
This Leader Will
- Own our overall Gross Revenue Retention (GRR)
- Manage a team of 15 across CS and Support
- Ensure customers are onboarded, activated, and consistently see measurable ROI
- Build scalable, yet consultative systems and processes for delivering customer value
- Drive customer feedback loops that shape product and go-to-market strategy
What We’re Looking For
- Strong business and commercial acumen, with the ability to tie customer outcomes directly to value creation
- Empathy for what drives human behavior change inside organizations, and the ability to lead customers through it
- Proven track record of owning and improving GRR in SaaS businesses
- Ability to assess the current state, craft a strategy, and drive execution with urgency
- Proficient and leaned into AI, highly experimental in how they lead teams and build systems to deliver customer value
- Experience leading CS and Support in mid-market and enterprise SaaS environments
- A leadership style that blends empathy with accountability and coaching with urgency
- Strong cross-functional instincts and the ability to connect across GTM and Product
Responsibilities
- Lead a high performing, constantly improving CX org
- Implement and execute a long-term success strategy tied to outcomes and business value for our customers across the world
- Develop a system based on a deep understanding of the customer’s goals, operating model, and how Appcues supports their digital experience strategy
- Partner with Marketing, Product, Finance, Sales and Account Management to identify and execute growth opportunities
- Proactively ensure value is realized across our customer base so we earn each and every renewal, objectively
Qualifications
- You are a leader who leads from the front, sets up systems that scale and retain the world's best CX people.
- You are passionate and experiences in driving customer outcomes
- 10+ years of leadership experience in enterprise oriented Customer Success, Strategic Account Management, or similar customer-facing roles in B2B SaaS
- Deep experience partnering with Product, Sales, and Support teams to deliver results
- Fully leaned into AI and its role in the future of CX
- Comfortable navigating ambiguity and driving clarity and execution
- Passion for the ability for an experience engine to help drive outcomes for the worlds largest technology businesses
Why Us? Why Now?
For more than 10 years, Appcues has helped technology companies deliver experiences that drive growth. With a decade of experience and data on what experiences drive results, we are uniquely positioned to help the next era of technology platforms achieve their potential as they prepare for the outcomes era in business.
At Appcues, customer-centricity is not an initiative — it is our DNA. We exist to help customers deliver experiences that drive growth.
We are on a journey to elevate the impact our CSMs make by freeing them to guide customers with clear business plans and strategic insight. We are scaling support-first programs, digital lifecycle marketing, and customer education so customers can adopt and succeed more easily. We are transforming Appcues from an in-app solution to an experience orchestration engine uniquely configured to each customer. And we are bringing forward more than a decade of expertise on what works to help customers grow.