VP of Customer Experience

Summary

Join LearnWorlds as their VP of Customer Experience and lead the strategic direction and operational management of Customer Support, Customer Success, and Customer Training teams. You will oversee the Experts directory and support the Resellers Network, ensuring a healthy and growing LearnWorlds ecosystem. This crucial role ensures seamless platform integration for customers, increases retention, and enhances user experience. You will create conditions to guide customers effectively, providing meaningful support and consultative services. Develop scalable strategies balancing personalized support with automation, reducing churn, increasing satisfaction, and driving platform adoption. This position requires leading a team of 30+ professionals.

Requirements

• Over 4 years of experience leading Customer Experience or Customer Success teams at a Director level or higher within SaaS or EdTech companies, with a proven track record of reducing churn and driving product adoption
• Data-driven mindset with the ability to analyze churn trends, customer health scores, and usage metrics to inform strategy and action
• Deep empathy for customers, with a consultative approach to solving diverse and complex user challenges
• Ability to think both strategically and operationally—comfortable setting long-term vision while optimizing day-to-day operations
• Strong people leadership skills with experience managing cross-functional, remote-first teams in fast-paced environments
• Ability to communicate effectively across all levels of the organization and externally, including executive-level stakeholders and enterprise customers
• Demonstrated ability to design and scale CX functions in high-growth settings, ideally in a globally distributed, remote-first context
• Familiarity with PLG principles and how to implement them in customer journey design and success metrics

Responsibilities

• Define and Lead Customer Experience Strategy: Design and implement a holistic customer experience strategy across Success, Support, and Training that balances high-touch service with scalable automation
• Drive Customer Retention and Expansion: Own and improve KPIs such as churn, retention, upgrades, and customer satisfaction, identifying opportunities for growth within the existing customer base
• Develop Scalable Customer Success Frameworks: Build structured advisory and consulting approaches that help customers align the platform with their unique business models and drive measurable outcomes
• Strengthen Voice of Customer Programs: Establish a systematic approach to capturing, synthesizing, and acting on customer insights to inform product, marketing, and go-to-market strategies
• Foster Cross-Functional Collaboration: Partner closely with Product, Marketing, and Sales teams to ensure customer feedback loops are integrated into roadmap planning, onboarding, and communication
• Scale Self-Service and Proactive Support: Expand the use of knowledge bases, in-product guidance, and AI-driven tools to reduce support volumes and increase customer independence
• Develop a PLG-Driven Experience: Collaborate with Product to implement Product-Led Growth initiatives that drive product adoption, upsell opportunities, and long-term engagement
• Coach and Inspire High-Performing Teams: Lead and develop a growing team of 30+ professionals, ensuring alignment, growth, and high performance across Customer Success, Support, and Training functions

Benefits

• Stock options offered as part of a long-term incentive plan
• Private life and health insurance plan
• Fully remote work if you prefer to work from home, apart from when we have team meetings a few times per year
• Your personal annual training budget
• An annual home office allowance to set up your personal space
• Company laptop and monitor
• 26 days of paid time off
• 3 early summer Fridays in July and August
• A free LearnWorlds School to build and sell your own courses
• Work in one of the globally top 5 e-learning courses platform
• An opportunity to grow alongside us and shape the look and feel of tomorrow's e-learning
• An entrepreneurial, international, and highly motivated team with a flat hierarchy that will both challenge you and help you reach your highest potential
• Annual company retreats