Vice President, Customer Experience

Description

Vice President, Customer Experience

As a critical part of Absolute Security's leadership team, the Vice President, Customer Experience ("VP") is principally responsible for driving broad adoption of Absolute portfolio of products and services, while driving customer retention and growing customer lifetime value. The role provides overall leadership for multiple customer functions – including Customer Success, Customer Programs, and Customer Support. This role includes strategic leadership and functional management of a global team.

As an innovative and collaborative leader, the VP will define the customer journey and develop programs to accelerate product adoption and expansion throughout the journey. You will be responsible Absolute's customer satisfaction (NPS) and will contribute directly to gross retention and net retention, amongst other key metrics.

Acting as the Voice of Customer, you will participate in meetings with leadership across the Sales, Marketing and Product organizations, providing insights on customer blockers and drivers, to deliver impactful feedback.

What You'll Do Building and enhancing key customer programs, aligned to growth strategy, product enhancements, company campaigns, or acquisitionsChampioning a customer-first culture, ensuring every interaction strengthens loyalty and retentionManaging, operating, and scaling the customer success, professional services, managed services, customer programs, and customer/technical support, ensuring seamless onboarding, adoption, and long-term retention and growthReviewing our customer experience strategy to enhance the overall customer lifecycleReviewing, enhancing, and communicating key operational processes for customer workflows with cross department business leadersCreating a growing professional services / consulting practice, aligned to industry leading metrics and operating principles, and augmented by partner-driven servicesDriving AI initiatives, leveraging automation and AI-driven analytics to improve efficiencyBuilding strong internal and external relationships, acting as a trusted advisor to help clients achieve business goalsConducting regular business reviews to align on performance, outcomes, and future opportunitiesManaging the strategy, to review, replace or launch key systems and tools across the departmentTracking and maintaining customer metrics, including health scores, customer adoption, NPS, NDR, and retention ratesMaintaining a data-driven approach, using customer insights to drive decisionsDriving proactive outreach strategies to maximize customer valueManaging and mentoring the segment leaders, handling critical escalations and department career developmentFacilitating cross-functional coordination within and outside the department, to communicate key initiatives/projects, resolve any issues, and ensure overall alignmentSupporting escalation management processes to effectively handle critical customer issuesWorking closely with cross-functional leaders to define the ideal customer journey, value delivery methodology, and operational modelsBuilding and leading a high-performing global team Ensuring optimal customer segmentation, refining customer programs and engagement modelsMaintaining a robust customer feedback loop, leveraging insights to inform the product roadmap, support processes, and customer experience improvementsProtect the security and privacy of Absolute and its customers  What You'll Bring 10+ years' experience in Customer Experience leadership for an enterprise SaaS organizationExperience leading Customer Experience and/or Customer Success in an organization with a multi-product portfolio, with focus on customer expansion and growthStrong track record expanding customer accounts and relationshipsExperience designing and/or enhancing customer community-oriented programsExpert-level knowledge of industry-leading customer management modelsExperience operating a healthy services and/or consulting practiceInnate knowledge of customer success and support KPIsStrong technical aptitude/orientation, showing an ability to understand key product offerings and use cases Demonstrable business acumen and experience with support/success budgeting modelsStrong track record in customer management, including executive escalation management Previous experience coaching business unit leaders Preference will be given to candidates with a cybersecurity background Why Work For Us You're resilient and passionate about securing the Work from Anywhere era. So are we We're in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we're looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.      Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Security accelerates customers' shift to work-from-anywhere through the industry's first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.    Our vision is to be the world's most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 Recognized Absolute as a Leader in the Summer 2025 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at  or visit our YouTube channel   

Absolute Security is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]

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