Vice President, Customer Experience (north America)
Talkdesk
Seattle, United States
$288,500 - $396,500; bonus/equity: eligible for lo...
On-site
Ai-powered solutions adoption
Customer journey maximization
Executive engagement with c-suite
This role leads a consolidated team of Customer Experience Managers (CXMs), combining Customer Success and Technical Account Management into a single, outcome-driven function
Job Summary
This role leads a consolidated team of Customer Experience Managers (CXMs), combining Customer Success and Technical Account Management into a single, outcome-driven function.
A core mandate of this role is accelerating adoption of Talkdesk’s AI-powered solutions, ensuring customers fully realize the value of automation, intelligent routing, and AI-driven customer engagement.
Own North America retention and expansion targets (NRR and GRR) across strategic accounts.
Matching Summary
This role leads a consolidated team of Customer Experience Managers (CXMs), combining Customer Success and Technical Account Management into a single, outcome-driven function.
Salary
$288,500 - $396,500; Bonus/Equity: Eligible for long term incentives in the form of equity and short term incentives of either bonus or commission; Benefits: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP), 401(k) plan
Skills & Requirements
Must-have
AI-powered solutions adoption
Customer journey maximization
Executive engagement with C-suite
Scalable playbooks for AI adoption
Cloud architecture and enterprise integrations
Nice-to-have
AI-first mindset evangelism
Startup mindset with bias for action
Transforming contact center strategies
Cultivating a culture of innovation
Key Requirements
15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS
Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture
Demonstrated experience driving AI/automation adoption for enterprise customers
Proven track record leading global or regional (North America) multi-tiered teams
Experience supporting complex industries such as Financial Services, Healthcare/Life Sciences, and Retail