VP, 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 isseekinga strategic,operationally focusedVice Presidentof Customer Experienceto build and lead a modern, system-driven post-sale organization that drives customer retention,usageand long-termrevenue growth.This role will report directly to our Chief Revenue Officerand willownthe strategy, execution, and performance of thepost-salecustomer lifecycle. This roleis responsible forturning 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 Audyenceto 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 Refiner 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. #J-18808-Ljbffr