DTN is a global leader providing insights and analytics to our customers to feed, fuel, and protect the world. We help people make critical business decisions that impact the agriculture, oil and gas, trading, and weather industries.
It’s a difference you’ve likely felt without even knowing it. From the food on your plate to the gas in your car to the last flight you took, chances are a DTN customer made it possible. And that’s just for starters. That’s why we say, “When our customers prosper, we all win.”
Job Description:
DTN is seeking a strategic, customer-obsessed leader to serve as our Senior Vice President of Customer Experience. This executive will own the end-to-end customer journey, leading teams across professional services, customer onboarding, implementation, success, enablement and support across several sectors of the business.
The SVP will ensure every customer touchpoint is driving measurable business value—for both the customer and the company. This is a highly visible role that will work cross functionally with our sector General Managers (GM), Sales, Product, Marketing, and Operations to ensure a unified, value-driven customer experience.
Key Responsibilities:
Strategic Leadership & Vision
- Develop and execute a comprehensive customer experience strategy that aligns with company growth and retention goals.
- Champion a culture of customer-centricity, accountability, and excellence across all post-sale functions.
- Act as the voice of the customer in executive decision-making.
Professional Services Delivery
- Lead the professional services organization to deliver high-impact implementation, integration, and advisory services.
- Define service delivery models, methodologies, and governance structures to ensure quality, scalability, and profitability.
- Develop repeatable frameworks that accelerate time-to-value for customers.
Business Value Realization
- Ensure customer engagements are structured to drive measurable ROI and strategic outcomes.
- Build tools and processes that track value realization throughout the customer lifecycle.
- Partner with our sector General Managers and Sales to identify expansion opportunities rooted in demonstrated business impact.
Customer Lifecycle Management
- Oversee onboarding, implementation, enablement, and ongoing success programs.
- Drive proactive engagement strategies that reduce churn, improve satisfaction (NPS/CSAT), and maximize lifetime value.
- Own key metrics including retention, expansion, service utilization, and customer health scores.
Team Leadership & Development
- Hire, develop, and lead a high-performing team of customer-facing professionals.
- Set clear goals and performance standards across all CX functions.
- Foster a high-accountability, high-trust environment
Requirements:
- 15+ years of experience in customer success, professional services, or customer experience, including 5+ years in senior roles.
- Proven success in scaling professional services and/or customer success organizations within a SaaS or enterprise technology environment.
- Demonstrated ability to drive business value for clients and tie outcomes to retention and growth.
- Strong financial acumen and experience managing service P&Ls.
- Experience working cross-functionally to align CX with product, sales, and marketing strategies.
- Exceptional leadership, communication, and executive presence.
Preferred Qualifications:
- Experience building value-based service frameworks (e.g., value advisory and benchmarking, transformation programs).
- Familiarity with enterprise customer environments and complex stakeholder ecosystems.
- Expertise with CX tools and platforms (e.g., ChurnZero, Salesforce, analytics dashboards)
Recruitment Fraud Notice
DTN is aware of incidents where external parties have impersonated our organization, issuing fraudulent communications and/or job offers. Please be advised that all legitimate communication from DTN will come from an official @dtn.com email address or through our Paradox AI automated scheduling platform (Talent IQ), and any offers are extended directly by our Talent Acquisition team following a formal interview process.
If you receive a suspicious message or offer claiming to be from DTN, please do not engage. Report it as phishing or spam and contact our Talent Acquisition team at [email protected] to verify the legitimacy of any communication.
Why DTN?
OUR VISION: To be the independent, trusted source of insights to our customers who feed, protect, and fuel the world.
OUR MISSION: Empower our customers with intelligent and actionable insights that exceed their expectations and enable their success on a daily basis.
OUR VALUES: Customer-Focused, Forward-Thinking, People-Centric, Solution-Oriented
We have great benefits at DTN – apply today to find out more!
At DTN, we are an equal opportunity employer. Come join us as we help feed, fuel, and protect the world!
** DTN is an Equal Opportunity Employer Minorities/Women/Veterans/DisabledSimilar Jobs
What We Do
As a data, analytics and technology company, DTN delivers operational intelligence to organizations with complex supply chains around the world. We are committed to breaking through the noise and providing operationally-critical, actionable intelligence customers can depend on to drive confident decision-making. We have earned our customers’ trust by delivering real-time insights that ensure decisions can be made quickly and confidently. Together with our customers, we uncover new insights and create solutions that improve entire industries. And, we do so while maintaining our independence to ensure our customers can make the right decision for their bottom line, their customers and their employees.
