VP of Customer Experience
Join as VP of Customer Experience – Transform Customer Engagement and Drive Growth in a Thriving SaaS Scale-Up!
A thriving SaaS scale-up based in Dublin is seeking a dynamic and ambitious VP of Customer Experience to lead customer satisfaction, retention, and engagement strategies. This is a unique opportunity to shape the future of a business with bold ambitions, selling to SMBs worldwide, and to drive meaningful growth and transformation.
Why This Opportunity?
This business stands at an exciting inflection point. With a profitable and resilient foundation, a strong product, and a loyal customer base, it is positioned to accelerate growth. Competitors may have deeper funding, but this company’s focus on innovation, agility, and customer-centricity provides a compelling edge. The right leadership will unlock the potential to elevate the customer experience and deliver sustainable success.
Key Responsibilities:
- Enhance Customer Experience: Drive improvement in NPS from 18% to 30% and elevate CSAT scores across the board.
- Reduce Customer Churn: Address a 2% monthly churn rate by transforming onboarding and engagement processes.
- Drive Revenue Expansion: Leverage upsell and cross-sell opportunities within a diverse SMB customer base of 3,000 accounts.
- Build and Scale: Design scalable processes, implement data-driven strategies, and lead a high-performing customer experience team.
- Foster Cross-Functional Collaboration: Work closely with teams across Sales, Product, and Marketing to ensure alignment and deliver exceptional customer outcomes.
Candidate Profile:
- SaaS Leadership Experience: Proven success in leading customer-focused teams in a startup or scale-up environment (50–500 employees preferred).
- Customer Retention Expertise: A strong track record of reducing churn and enhancing satisfaction for SMB customers.
- Revenue Growth Strategist: Skilled in identifying growth opportunities through renewals, upsells, and deeper customer engagement.
- Process Builder: Experience in creating scalable, data-driven strategies to optimize the customer journey and experience.
- Motivated and Resilient Leader: A visionary with energy, focus, and a passion for inspiring teams to deliver exceptional customer outcomes.
What’s on Offer:
- Strategic Impact: An opportunity to directly shape the company’s growth trajectory and customer experience strategy.
- Ownership Opportunities: Equity options are available, allowing the successful candidate to share in the business’s success.
- Collaborative Environment: A culture that values innovation, customer-first thinking, and entrepreneurial spirit.
- Professional Growth: Lead the transformation of the customer experience function and build a team aligned with your vision.
Why Now?
With a solid foundation, a profitable model, and ambitious goals for 2025–2026, this business is ready to scale. The focus is on achieving steady year-on-year growth and positioning for a successful exit. This role is critical to seizing market opportunities and building long-term success.
This is a rare opportunity to drive meaningful impact, transform the customer experience, and lead in a thriving SaaS scale-up.
Apply now to take on this exciting challenge.
At Hadfield Green we are an equal opportunities employer and actively welcome applicants from all backgrounds. We’re not a one size fits all type of organisation, so if you need an accommodation or adjustment in advance of meeting due to a disability or impairment, just let us know and we’d be delighted to assist.
