Vice President, Customer Experience

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Absolute Security

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Security • Cybersecurity • Enterprise

Absolute Security is a leading provider of self-healing, intelligent security solutions designed to protect businesses in a digital landscape. With a focus on endpoint security, device management, and network access, Absolute Security offers a range of products such as Absolute Control, Absolute Resilience, and Secure Access solutions. These products are built to enhance device and application health, secure access to cloud apps, and enable comprehensive threat protection across web, cloud, and private applications. Absolute Security serves various industries, including education, finance, government, healthcare, and transportation, helping organizations maintain compliance, reduce vulnerabilities, and maximize productivity.

501 - 1000 employees

Founded 1993

🔐 Security

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• Drive broad adoption of Absolute portfolio of products and services • Champion a customer-first culture, ensuring every interaction strengthens loyalty and retention • Manage, operate, and scale customer success and support functions • Review and enhance customer experience strategy • Create a growing professional services/consulting practice • Drive AI initiatives to improve efficiency • Build strong internal and external relationships, acting as a trusted advisor • Conduct regular business reviews on performance and outcomes • Manage strategy for key systems and tools across the department • Track and maintain customer metrics, including NPS and retention rates • Drive proactive outreach strategies to maximize customer value • Manage and mentor segment leaders and handle critical escalations • Facilitate cross-functional coordination for key initiatives and projects • Support escalation management processes • Define the ideal customer journey and operational models • Lead a high-performing global team • Maintain robust customer feedback loop to inform product roadmap

🎯 Requirements

• 10+ years’ experience in Customer Experience leadership for an enterprise SaaS organization • Experience leading Customer Experience and/or Customer Success in an organization with a multi-product portfolio • Strong track record expanding customer accounts and relationships • Experience designing and/or enhancing customer community-oriented programs • Expert-level knowledge of industry-leading customer management models • Innate knowledge of customer success and support KPIs • Strong technical aptitude/orientation • Demonstrable business acumen and experience with support/success budgeting models • Previous experience coaching business unit leaders

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities