VP of Customer Experience

Job Description

Job Description

VP of Customer Experience Accelerate Performance.

About CAI Software

CAI Software builds purpose-built solutions that help manufacturers, processors, and distributors accelerate performance. Our mission is to enable manufacturers to transform performance through a connected, AI-assisted ecosystem that delivers visibility, control, and continuous improvement. We bring the deep operational expertise and enterprise infrastructure to be a true long-term performance partner.

With 6,200+ active customers worldwide and a market-leading position in every vertical we serve, CAI combines 45+ years of industry expertise with modern AI-driven execution - helping businesses move faster, operate smarter, and perform at their peak. We work across 15+ industries and 10+ countries, guided by three values built into our name: Candor, Accountability, and Impact.

CAI Business Units and the Markets We Serve

CAI Software is organized into three business units: Graphic Communications, Process Manufacturing, and Discrete Manufacturing - aligned to the industries we serve. This structure keeps our teams close to customer needs while operating with the scale and support of a global software company.

Graphic Communications

This role is part of our Graphic Communications business unit, which serves the global print and packaging industry with ERP and production software designed for commercial printers, packaging manufacturers, promotional and transactional print providers, sign and display manufacturers, and in-plant operations. Our solutions accelerate performance by improving operational visibility, production efficiency, and profitability in complex, high-volume environments.

About the Role

CAI Software is seeking a Vice President of Customer Experience will lead every aspect of customer delivery across the Graphic Communications Business Unit. Reporting directly to the General Manager, this executive will oversee Professional Services, Customer Support, Managed Services, Customer Enablement, and Documentation.

The successful candidate will grow Customer Experience as a managed business—with accountability for operational performance, commercial growth, customer retention, and service profitability.

The VP will ensure adoption of standardized implementation methodologies, scalable support operations via AI and Center of Excellence resources, productized service offerings, and governance models that allow CAI to deliver enterprise-class customer experiences and maximize customer lifetime value.

What You'll Do

Lead Customer Delivery Operations

• Refine and lead a high-performing global post sale operating system spanning:

• Professional Services
• Customer Support (L1, L2 & L3)
• Managed Services
• Premium 24x7x365 Support Operations
• Documentation and Customer Enablement
• Global Center of Excellence (COE)
• Scale consistent operating standards that enable predictable implementations, high-quality support, and operational excellence across a diverse product portfolio.

Build Customer Experience as a Business

Own Customer Experience with business-level accountability by driving:

• Services bookings

• Services gross margin

• Resource utilization

• Delivery efficiency

• Customer satisfaction

• Operational scalability

Partner closely with Sales to increase service attachment rates and develop standardized service offerings that accelerate software adoption while creating recurring revenue opportunities. Implement AI where possible to drive speed and scale.

Standardize Delivery Excellence

Evolve and scale repeatable implementation methodologies that reduce deployment risk and improve customer outcomes.

Redefine and scale:

• Standard deployment playbooks

• Operational readiness checklists

• Knowledge capture standards

• Runbooks

• Go-live governance

• Escalation procedures

• Incident management processes

• Change control standards

• Clear ownership transitions from implementation to support

• Clear transitions from Sales to implementation

Productize Services

Develop a standardized portfolio of Customer Experience offerings, including:

• Implementation packages

• Premium support tiers

• 24x7x365 support services

• Managed operations

• Documentation services

• Release and change management services

• Customer enablement offerings

Transform recurring customer requests into repeatable, profitable service offerings.

Executive Customer Leadership

Serve as the executive sponsor for strategic customer relationships by:

• Leading executive escalations

• Driving customer confidence during complex implementations

• Supporting enterprise deployments

• Building trusted customer partnerships

• Improving retention and long-term customer success

What We're Looking For

• 15+ years of progressive leadership experience in Professional Services, Customer Experience, Customer Operations, or Technical Services within enterprise software or SaaS organizations.
• Demonstrated success leading large global customer-facing organizations.
• Experience managing Professional Services, Customer Support, Managed Services, and customer delivery organizations.
• Proven ability to build standardized operating models across multiple software products.
• Strong financial acumen with experience managing services profitability, utilization, forecasting, and operational performance.
• Experience leading offshore or global delivery organizations and Centers of Excellence.
• Track record of scaling customer operations during periods of rapid growth and organizational transformation.
• Executive-level communication and customer relationship management skills.
• Experience partnering closely with Product, Engineering, Sales, and Executive Leadership.

Preferred Qualifications

• Experience serving print, manufacturing, industrial software, ERP, MES, or manufacturing execution markets.
• Experience integrating multiple acquired software businesses into a unified customer delivery organization.
• Experience building or leading Customer Success organizations.
• Familiarity with enterprise implementation methodologies and ITIL-based support operations.
• Experience developing partner enablement and channel delivery programs.

Why Join CAI

At CAI, we are building something that matters. With 6,200+ customers across 15+ industries and active investment in AI-driven performance tools, we are positioned to define what the next generation of manufacturing software looks like — and we are building the team to lead that work.

Our four pillars define how we deliver for customers — and how we work:

• Built to Fit - Fits how your business runs so performance comes standard
• Built to Expedite - Speeds time to performance without heavy lifts or delays.
• Built to Deliver - AI turns action and insights into measurable performance.
• Built to Scale - Sustains and scales performance without disruption.

Equal Employment Opportunity

CAI Software is an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, sex (including pregnancy, sexual orientation, and gender identity or expression), religion, disability, , genetic information, marital status, veteran status, or any other basis protected by local, state or federal law.

Disability Accommodation

CAI Software endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use the online application process and need an alternative method for applying, please contact us at View email address on us.fitly.work or send an e-mail with your specific accommodation request.

Work Authorization

Applicants must be authorized to work in the United States. CAI Software does not unlawfully discriminate on the basis of citizenship or immigration status in accordance with the Immigration Reform and Control Act of 1986 (IRCA) .

Pay Transparency Nondiscrimination

CAI Software will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).