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Vice President of Customer Experience

Antithesis· Sales
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Vienna, VA, USA$215k - $265kFull-timePosted 4mo ago

About the role

Strategic VP-level role to lead and scale the operational foundation behind the customer experience organization across pre-sales, onboarding, customer success, support, renewals, and account management for a high-growth SaaS company.

Responsibilities

  • Own and optimize operational processes across the end-to-end customer lifecycle, including pre-sales handoffs, onboarding, implementation, adoption, support, renewals, and expansion.
  • Partner closely with Customer Success, Support, Professional Services, Sales, and Account Management leadership to improve customer outcomes and operational efficiency.
  • Build and scale customer operations infrastructure, including tooling, reporting, automation, forecasting, customer health scoring, segmentation, and lifecycle management programs.
  • Establish and track key customer metrics including retention, churn, NPS/CSAT, onboarding effectiveness, support performance, product adoption, and expansion opportunities.
  • Drive operational alignment between pre-sales and post-sales teams to improve continuity of the customer experience and reduce friction across the customer journey.
  • Develop scalable processes for customer escalations, renewal management, account transitions, customer communications, and executive business reviews.
  • Lead capacity planning, operational planning, and resource modeling efforts across customer-facing organizations.
  • Partner with executive leadership to develop customer growth strategies, identify operational risks, and improve organizational performance.
  • Evaluate and improve CRM, customer success, support, and analytics systems to ensure teams have accurate data and actionable insights.
  • Build, mentor, and develop high-performing operational teams while fostering a culture of accountability, collaboration, and customer obsession.

Qualifications

  • 10+ years of experience in Customer Operations, Customer Success Operations, Account Management, Customer Experience, or related leadership roles within SaaS, cloud, or hyper-growth technology companies.
  • Proven experience overseeing or enabling customer-facing functions, including Customer Success, Technical Support, Account Management, and pre-sales operations.
  • Strong understanding of enterprise customer lifecycles and post-sales operating models.
  • Demonstrated success building scalable operational frameworks, systems, and processes in high-growth environments.
  • Strong analytical mindset with experience leveraging data to drive operational improvements, customer retention, forecasting, and executive decision-making.
  • Experience building executive dashboards, operational reporting, customer health models, and business review processes.
  • Strong cross-functional leadership skills with the ability to influence and collaborate across Sales, Product, Engineering, Finance, and executive stakeholders.
  • Hands-on experience with platforms such as Salesforce, Gainsight, Zendesk, HubSpot, or similar customer operations tooling.
  • Excellent communication, organizational, and stakeholder management skills with the ability to balance strategic leadership and tactical execution.

Skills

Required:Customer Operations leadershipData-driven decision making

Benefits

  • Competitive compensation, equity, and benefits package.
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About Antithesis

Bug-free systems, unlimited velocity: Unleash your agents

Antithesis de-risks agentic development of critical systems. Our platform runs your complete system, exhaustively analyzes its behavior, and exposes bugs as quickly as agents introduce them. We arm your team with a root cause and a perfect reproduction of every issue found.

Autonomous testingDistributed systems reliabilityDeterministic simulation testingProperty-based testingAutonomous testing primerTechniques to improve software testing
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