VP, Customer Experience

Own the customer outcomes

• Own retention and expansion revenue across the customer base: GRR, NRR, the renewal forecast and the expansion pipeline, reported to leadership and the board
• Own the customer experience standards for the whole company: activation milestones, health scoring and playbooks apply to every account, including enterprise accounts served by your teams
• Keep customers successful and with us: understand the drivers behind every renewal and every loss, and build the engagement and adoption depth that keep contractors profitable
• Turn the product roadmap into customer value: as new AI-driven products ship, build the motion that matches each launch to the customers it will help, and the expansion revenue follows

Build the operating system

• Own what "activated" means for every Encircle product: activation thresholds, staged milestones with dates and exit criteria, instrumented in ChurnZero and Snowflake and visible across the business
• Design the tiered, signal-driven account management model: which accounts get true quarterly business reviews, which run on automated health monitoring plus signal-triggered outreach, and the SLAs that govern both
• Run the formula discipline across all three teams: documented playbooks, published benchmarks and Snowflake-backed dashboards, with every team managed to benchmark
• Partner with Revenue Operations on always-on reporting, so team and individual performance against benchmarks is visible to your teams, to leadership and to the wider business at all times

Scale through product, content and AI

• Co-own the product-led growth motion with Marketing: your organization defines the adoption outcomes and content needs; Marketing owns content production, the Learning Hub platform and search optimization
• Embed training and Learning Hub resources into the product and into onboarding milestones, at the moment of need
• Lead AI adoption across the Customer Experience organization, building AI agents and AI-assisted workflows into onboarding, account management and support operations
• Use AI to synthesize qualitative customer feedback and usage patterns into insights that guide product and go-to-market decisions
• Treat self-serve activation and support deflection as first-class metrics, and grow coverage without growing headcount proportionally

Lead the organization

• Lead, develop and grow the three managers and their teams, building a high-performance culture anchored to the client experience Encircle is known for
• Build and maintain executive relationships with our most strategic accounts, acting as escalation point and trusted advisor
• Drive customer advocacy: reference customers, case studies, reviews and community participation
• Partner with Sales on clean handoffs, expansion opportunities and account strategy for key and at-risk accounts
• Partner with Product to close the loop between customer insight and roadmap, so the voice of the customer is heard and prioritized
• Partner with Finance and HR on compensation design and capacity planning for your teams

Key metrics you'll own

• Gross revenue retention (GRR)
• Net revenue retention (NRR)
• Expansion revenue and the pipeline that feeds it
• Activation rate and time-to-activation
• Self-serve activation rate and support deflection
• Customer health and CSAT

What success looks like in year one

• GRR and NRR ahead of target and trending upward
• Time-to-activation improving quarter over quarter across every product
• Seamless customer journey from onboarding through account management and support, with a named owner at every stage
• Every team performing to published benchmarks, visible in live dashboards
• Always-on enablement scaling: Learning Hub embedded in-product and in onboarding milestones, with self-serve activation and deflection trending upward
• A team culture your customers can feel: the reviews still say they love Encircle for our people