VP of Customer Experience

🕒 3 days ago

🇺🇸 United States – Remote

💵 $231.8k - $301.2k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Workiva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

☁️ SaaS

💸 Finance

📋 Compliance

SaaS • Finance • Compliance

Workiva is a cloud-based, AI-powered platform that unifies financial reporting, risk and compliance management, and sustainability reporting. It enables teams to connect data across systems, collaborate in real time, automate reporting (including XBRL tagging), and maintain auditability and traceability for regulated disclosures and assurance processes. Workiva serves large enterprises and finance, legal, audit, and sustainability teams to accelerate reporting, improve accuracy, and reduce risk.

📋 Description

• Lead a global, multi-tier Technical Support organization focused on high-quality, omnichannel support experiences • Drive operational excellence through rigorous metrics (CSAT, CES, deflection, FRT, FCR, utilization, cost-to-serve) • Expand and optimize self-service and hybrid experiences, AI-assisted support workflows, and automated troubleshooting • Oversee Customer Enablement, including onboarding programs (in partnership with VP Solution Success), learning paths, curriculum design, certification, and scalable education experiences • Lead Field Enablement to ensure CSMs, Solution Success, Support Engineers and supporting teams are equipped with the skills, messaging, and tools to drive adoption and deliver value • Build a digital-first experience strategy leveraging automation, in-product guidance, campaigns, webinars, and AI-powered journeys • Own scaled content and knowledge management across CX (KCS, LMS, taxonomy, search optimization, content freshness) • Lead the strategy for our online customer community—expanding user-led engagement, best practice sharing, thought leadership, and peer-to-peer problem-solving

🎯 Requirements

• 15+ years of experience in Customer Experience, Support, Enablement, or related SaaS leadership roles • Proven success running large-scale, multi-channel support organizations and/or digital CX programs • Demonstrated expertise in customer education, learning design, and field readiness • Experience building and scaling thriving online communities • Strong background in customer communications, ideally in SaaS or complex product environments • Deep understanding of digital engagement, automation, AI-powered support, and scaled success motions • Strong operational acumen with the ability to build processes, systems, and operating rhythms that scale • Highly empathetic leader with excellent communication, executive presence, and cross-functional influence with Product, Engineering, Marketing and Business Technology leaders • A passion for building simple, intuitive experiences that help customers realize value quickly.

🏖️ Benefits

• A discretionary bonus typically paid annually • Restricted Stock Units granted at time of hire • 401(k) match and comprehensive employee benefits package