Vice President of Customer Experience

About Audyence

Audyence is a high-growth B2B marketing technology company powering a two-sided marketplace that enables marketers to buy outcomes-based media from premium publishers with unprecedented control, transparency, and efficiency. Backed by industry insiders and trusted by some of the world’s largest B2B brands, our platform is reshaping how demand generation is executed at scale. 

Role Overview 

Audyence is seeking a strategic, operationally focused Vice President of Customer Experience to build and lead a modern, system-driven post-sale organization that drives customer retention, usage and long-term revenue growth. This role will report directly to our Chief Revenue Officer and will own the strategy, execution, and performance of the post-sale customer lifecycle. This role is responsible for turning Customer Experience into a core growth driver by improving retention, expansion, product adoption, and long-term customer value.

You will lead and scale a high-performing CX organization while partnering closely with Sales, Product, Marketing, and RevOps to deliver a seamless and impactful customer journey. 

You will be expected to:

• Build a system that drives consistent customer usage, not just manage relationships
• Eliminate gaps between onboarding, activation, and ongoing enablement
• Implement automation and AI workflows to scale without linear headcount growth
• Create clear accountability for customer outcomes across the lifecycle

This role owns the following KPIs:

• Gross Revenue Retention (GRR)
• Customer usage and spend consistency
• Customer onboarding time-to-value
• Customer experience (NPS, CSAT, journey design)

And supports the following KPIs:

• Net Revenue Retention (NRR)
• Customer Health Index (CHI)
• Feature Adoption Rates

Key Responsibilities

• Leadership and Strategy
• Define and lead the global Customer Experience strategy and operating model 
• Build and scale a CX organization across onboarding, success, support, and expansion 
• Establish clear accountability for active vs. inactive customers, time since last spend, GRR, and other KPIs measured on the department and individual level
• Align CX performance to revenue outcomes including retention and growth 
• Serve as the voice of the customer to influence product and company strategy
   
• Customer Growth and Outcomes
• Own key metrics including Gross Revenue Retention, product and feature adoption rates, and customer satisfaction
• Build and operationalize processes and systems to ensure consistent customer engagement
• Establish and scale Mutual Success Plans across key accounts
• Build executive relationships with strategic customers 
• Drive consistent delivery of measurable customer outcomes 
   
• Customer Experience and Journey
  • Own the full post-sales customer lifecycle
  • Design and implement a structured, repeatable lifecycle across:
  • onboarding - activation - ongoing usage - re-engagement - renewal and/or upsell
  • Define and hold teams accountable to consistent, clear playbooks across each of these stages
  • Eliminate drop-off points
  • Drive strong adoption of new features through evangelism and demonstration
  • Oversee successful integrations and data flow across customer systems
  • Identify inefficiencies and deploy automation across onboarding processes, customer communication and follow-ups, usage tracking and alerts, and re-engagement campaigns
     
• Strategic Advisory and Demand Generation
  • Position Audyence to our customers as a strategic partner in demand generation
  • Standardize best practices across ABM, content strategy, attribution, lead scoring, and nurture strategy
  • Ensure the team delivers high-value, consultative guidance tied to business impact
  • Host occasional customer events and webinars to demonstrate our thought leadership in the space
     
• Cross-Functional Leadership
  • Partner with Sales on expectation setting, renewals, and expansion
  • Partner with Product on feedback loops and roadmap prioritization
  • Partner with Marketing on thought leadership and customer advocacy
  • Partner with RevOps on forecasting, data, and scalable processes
     
• Team and Organizational Development
  • Build, lead, and develop a high-performing CX team inclusive of:
  • Technical Account Management responsible for onboarding, implementation and troubleshooting
  • Customer Experience Owners responsible for relationship development, driving ongoing usage and spend, identifying expansion opportunities, and feature evangelism and adoption
  • Refine roles, metrics, and career paths 
  • Foster a culture of accountability, innovation, and customer focus

Qualifications 

• 8+ years of experience in B2B SaaS, MarTech, or SalesTech
• 5+ years in a senior leadership Customer Success, Customer Experience, or related leadership role
• Proven success driving retention, expansion, and customer outcomes and implementing best practices for increasing lift and incentivizing lift efforts
• Deep knowledge of B2B demand generation strategy and execution
• Experience building and scaling teams and operating models
• Strong executive presence and experience working with senior stakeholders
• Cross-functional leadership across Sales, Product, Marketing, and RevOps
• Analytical mindset with a data-driven approach to decision-making

Compensation and Benefits

• Work from our beautiful downtown Austin office
• Competitive salary & performance-based bonus
• Equity in a fast-growing company
• Medical, Dental, Vision for employees and family
• 401k
• Monthly Stipends for:
  • Health & Wellness
  • Home Internet
  • Cell phone
  • Child/Pet Care
  • Commuter perks

We truly embody our values and live it through the culture we are creating at Audyence. 

• Think Big – Dream boldly and push boundaries
• F.I.T.F.O. (Figure It The F* Out) – Be resourceful, figure things out independently, and keep momentum moving
• Earn Trust & Respect – Operate with integrity and transparency in every interaction
• Take Agile Action – Move quickly with clarity and confidence. Progress over perfection
• Be Customer Obsessed – Solve real problems for real people. Always advocate for the user
• Take Ownership – Step up, take accountability, and deliver results
• Be Resourceful – Do more with less. Work smart, not just hard
• Prioritize Profitability – Build a sustainable, capital-efficient company that lasts
• Execute with Quality – Sweat the details and build with care. Excellence is the expectation
• Know Where You Stand – Use data to measure performance and stay grounded in reality
• Share Knowledge with Others – We grow faster together. Make knowledge transfer part of your default behavior 

If you don’t meet every qualification listed, we still encourage you to apply. Research shows that candidates who don’t check every box often self-select out, even though they may bring valuable skills and perspectives. We’re committed to building a diverse and inclusive workplace, so if you’re excited about this role and think you’d be a great fit, we want to hear from you!

Disclaimer: 
This job description outlines the general nature and scope of responsibilities for the role. It is not an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Specific tasks may evolve or change based on business needs.

Equal Opportunity Employment: 
We are an equal opportunity employer and value diversity in our workforce. Employment decisions are made without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other status protected by applicable laws. We encourage candidates from all backgrounds to apply.

Accessibility & Accommodations: 
We are committed to providing a fair and accessible recruitment process. If you require reasonable adjustments or accommodations during the application or interview process, please let us know.

Employment Terms: 
Compensation, benefits, and employment terms will be provided in accordance with local laws and regulations in the jurisdiction where the role is based.

If you don’t meet every qualification listed, we still encourage you to apply. Research shows that candidates who don’t check every box often self-select out, even though they may bring valuable skills and perspectives. We’re committed to building a diverse and inclusive workplace, so if you’re excited about this role and think you’d be a great fit, we want to hear from you!