VP, Customer Experience

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🔥 46 minutes ago

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Encircle

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

🏗️ Construction

Consulting • Logistics • Construction

Encircle is an app built for restoration contractors, designed to simplify job documentation and improve the management of field data. It enhances the speed of restoration jobs by providing visibility into job progress and facilitating the creation and sharing of detailed reports that comply with the insurance industry's documentation standards. The platform specializes in mobile app development, cloud infrastructure, security, and mobile user experience, particularly in relation to restoration and insurance applications.

📋 Description

• 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 • 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 • 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, 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

🎯 Requirements

• 10+ years in customer success, customer experience or related post-sale functions in B2B SaaS, with at least 3 to 5 years in senior leadership (Director, VP or equivalent) leading managers • Direct ownership of NRR and GRR improvement, with specific results you can speak to • Experience building and scaling post-sale teams: you've hired, developed and led high-performing managers, not just ICs • Experience operating multi-segment models: scaled, signal-driven SMB coverage alongside higher-touch enterprise and mid-market • A strong operational and analytical mindset: you manage by metrics, build repeatable processes and hold teams to published benchmarks • Hands-on experience with customer success platforms; ChurnZero and Salesforce experience is a strong asset, and comfort with Snowflake-backed reporting is a plus • Experience integrating AI agents into a customer success or support operation, and using AI to turn qualitative feedback and usage data into decisions • Excellent executive communication: you can build trust with a VP of Claims at a regional insurer as readily as with a restoration company owner in the field • A scale mindset: you reach for product, content, automation and AI before asking for headcount • Experience in property insurance, restoration, insurtech or field services is a meaningful asset

🏖️ Benefits

• Balance: flexible hours, self-managed vacation and trust to manage your time • Remote-first: work where you're most productive, with access to our collaboration hub in Kitchener • Growth-oriented: we support your learning and career development • Well-being: we care about the full human, inside and outside of work