Vice President, Customer Experience

Stord is seeking a Vice President of Customer Experience to lead and enhance its customer experience strategy as the company scales across various products and markets.

Description

• Partner with existing CX leadership to define and execute Stord’s company-wide customer experience strategy.
• Assume executive ownership for defined portions of Stord’s customer portfolio and establish expectations for retention and customer health.
• Develop clear customer segmentation, service tiers, and engagement models to build a scalable customer coverage model.
• Integrate acquired customer portfolios and ensure a consistent operating model across products and geographies.
• Establish mechanisms for understanding customer health and drive performance against key metrics like NPS and CSAT.
• Lead and develop senior CX leaders while maintaining alignment with the broader CX leadership team.

Requirements

• 15+ years of experience in Customer Experience, Customer Success, Account Management, or another customer-facing leadership function.
• Experience managing a large-scale customer portfolio, ideally encompassing hundreds or thousands of customers.
• Demonstrated experience leading international or geographically distributed customer organizations.
• Proven ability to build segmentation and coverage models spanning strategic enterprise accounts through scaled customer populations.
• Experience owning retention, renewals, customer health, NRR/GRR, NPS/CSAT, and portfolio-level performance metrics.
• Significant commercial experience, including complex renewals and executive negotiations.
• Exceptional executive presence and the ability to build credibility with C-suite customers.