VP of Customer Experience

Summary

Join Radicle Health as their Vice President of Customer Experience and lead a 70+ person team across Implementation, Support, Training, Professional Services, and Customer Success. You will develop and execute strategies to drive activation, engagement, retention, and customer satisfaction. This role requires strong leadership, strategic thinking, data-driven decision-making, and a customer-centric mindset. You will collaborate with executive leadership to align CX initiatives with company goals. The position offers a competitive salary, bonus structure, and comprehensive benefits package. The role is remote.

Requirements

• Excel at mentoring and guiding diverse teams, ensuring their success through performance management and emotional intelligence
• Combine strategic planning with data analysis to make informed decisions and implement continuous improvements
• Deeply understand customer needs, journey mapping, and leveraging feedback to deliver superior experiences
• Thrive in dynamic environments, balance entrepreneurial scrappiness with professionalism, and seek innovative solutions
• Be self-aware, an exceptional communicator, and a connector who inspires trust and empathy
• Have a track record of achieving measurable outcomes in activation, retention, upselling, and team performance

Responsibilities

• Lead and inspire a talented team of CX managers & directors
• Foster a culture of performance, collaboration, and empathy across all the teams
• Implement strategies that enhance activation, engagement, and retention, while ensuring exceptional customer satisfaction
• Streamline workflows, optimize processes, and introduce scalable solutions to elevate team performance and operational effectiveness
• Identify and execute upsell strategies, expanding recurring revenue while maintaining strong customer relationships
• Work closely with company leaders to align CX initiatives with overarching revenue and business goals

Benefits

• 401k matching
• Medical, dental and vision healthcare coverage
• Generous PTO policy
• Paid holidays
• Volunteer time off
• Paid parental leave
• $200,000 - $225,000 base salary
• 15% target annual bonus