VP, Customer Experience

Vice President of Customer Experience

Position Overview

We are seeking an exceptional Vice President of Customer Experience to join our Product Management organization and lead the transformation of our end-to-end customer journey and continue our expansion from a product company to a platform organization. This strategic leadership role will be responsible for orchestrating every touchpoint of the customer lifecycle - from initial legal agreements through product trials, implementation, adoption, and renewal. Reporting directly to the Chief Product Officer, you will champion the voice of the customer across the organization and drive a seamless, world-class experience that accelerates customer success and business growth.

Key Responsibilities

Strategic Leadership

• Define and execute a comprehensive customer experience strategy that spans the entire customer lifecycle
• Establish and track key performance indicators (KPIs) for customer satisfaction, product adoption, retention, and renewal rates
• Partner with the Chief Product Officer to align customer experience initiatives with product roadmap and business objectives
• Serve as the executive sponsor for major customer accounts and strategic customer initiatives

Customer Lifecycle Management

• Pre-Sales & Onboarding: Oversee the design and optimization of trial experiences, proof-of-concept processes, procurement processes, ordering process, and legal agreement workflows to reduce friction and accelerate time-to-value
• Implementation & Adoption: Lead the development of best-in-class installation processes, implementation methodologies, and adoption programs that ensure successful and simple product deployment
• Pricing & Packaging: Work alongside CPO & CPTO to manage pricing and packaging of the platform, and relevant suites.  Work alongside the cross-functional pricing teams to implement best practices and ensure a smooth customer journey, upgrade and expansion process.
• Platform Experience: Drive continuous improvement of the user experience across our product platform, ensuring intuitive navigation, consistent identity, consistent access controls, consistent design patterns, and seamless workflows
• Renewal & Growth: Design and implement strategic renewal motions that maximize retention and identify expansion opportunities

Cross-Functional Collaboration

• Build strong partnerships with Customer Support, Professional Services, Sales, and Engineering teams to deliver coordinated and meaningful customer outcomes
• Translate customer feedback into actionable product initiatives and operational improvements, ensuring customer needs inform both strategic and day-to-day decisions
• Work with Finance and Legal to modernize and streamline commercial processes, balancing risk management with speed and simplicity

Team Leadership

• Build, mentor, and lead a high-performing team of customer experience professionals, including UX researchers, customer journey managers, and program managers
• Foster a customer-centric culture across the organization through best practices and thought leadership that drives operational excellence and accountability across all functions.
• Develop talent pipeline and succession planning for critical customer experience roles
• Drive organizational change management initiatives to embed customer-first thinking

Customer Advocacy

• Establish and maintain executive relationships with key customers to understand their strategic priorities and challenges
• Create and manage customer advisory boards and user groups to gather insights and validate product direction
• Develop voice-of-customer programs including NPS, CSAT, and customer health scoring systems
• Present customer insights and experience metrics to board members and executive leadership team

Required Qualifications

Experience

• 12+ years of progressive experience in customer experience, product management, or customer success roles
• Minimum 5 years in senior leadership positions (Director level or above) managing complex, cross-functional initiatives
• Proven track record of designing and implementing customer experience transformations in B2B SaaS or enterprise software environments
• Demonstrated success in driving measurable improvements in customer satisfaction, retention, and lifetime value

Skills & Competencies

• Strategic Vision: Ability to develop and articulate a compelling customer experience vision that aligns with business objectives
• Data-Driven Decision Making: Strong analytical skills with experience using customer data and analytics to drive insights and actions
• Cross-Functional Leadership: Exceptional ability to influence and collaborate across organizational boundaries without direct authority
• Customer Empathy: Deep understanding of customer needs with ability to translate insights into actionable strategies
• Communication Excellence: Outstanding verbal and written communication skills with ability to present to C-level executives and boards
• Change Management: Influence at scale - Outstanding collaboration skills, capable of shaping cross-functional alignment and influencing at all levels of the organization to drive change and cultural transformation initiatives
• Technical Acumen: Strong understanding of SaaS platforms, product development processes, and modern UX/UI principles

Education

• Bachelor's degree required; MBA or advanced degree preferred
• Relevant certifications in customer experience, product management, or design thinking are a plus

Preferred Qualifications

• Experience in our industry vertical or adjacent markets
• Background in both startup and enterprise environments
• International experience managing global customer programs
• Familiarity with customer experience technologies (CRM, customer success platforms, analytics tools)
• Track record of building and scaling customer experience teams from scratch
• Published thought leadership or speaking experience at industry conferences

Reporting Structure

• Reports to: Chief Product Officer
• Key Stakeholders: Chief Product Officer, Chief Product & Technology Officer, VP of Customer Success, VP of Professional Services, VP of Support, VP of Sales, VP of Engineering

The base salary range for this position is $216,000 - $324,000 base + benefits. This reflects the minimum and maximum target for new hire salaries for this position. This position may also be eligible for incentive plans and other related benefits. Our salary ranges are determined by role, level, and location. These factors and individual capabilities will also determine the individual pay offered.

Belonging at Mimecast

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing [email protected].

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.