VP of Customer Experience

About IntellaQuest

IntellaQuest builds mission-critical software for industrial organizations operating in highly regulated environments. Our customers, including major clients like Honda, Subaru, Shell, and Magna, rely on us to run core workflows, stay audit-ready, and drive operational excellence, so they can move faster, reduce risk, and deliver better outcomes.

IntellaQuest provides an integrated Quality Management (QMS) and Environmental, Health & Safety (EHS) System designed to promote quality, increase productivity, and improve compliance within manufacturing and industrial organizations. Our platform supports essential workflows like nonconformance, complaints, CAPA, document control, audit management, supplier quality, training, and change management so customers can eliminate data silos and stay "always audit ready" with the right information available when it matters most.

We work alongside quality, EHS and operational leaders as a long-term partner, helping teams simplify complex compliance requirements, strengthen visibility through dashboards and analytics, and standardize execution across sites and functions.

Job Description

We are seeking a Vice President of Customer Experience to build and lead IntellaQuest's Customer Experience function across Implementation, Customer Success, and Support. This leader will own the full post-sale customer lifecycle and be responsible for transforming our eight-person CX organization into a proactive, scalable, and revenue-driving function.

In this role, you will design and implement a standardized implementation motion that reduces time-to-value, build a high-performing account management team with clear accountability, and establish a modern, AI-first support model that delivers exceptional customer experiences at scale. You will partner closely with the executive team to align Customer Experience with company growth objectives, including retention, expansion, and long-term customer lifetime value.

This is a high-impact leadership role for someone who combines strategic thinking with operational rigor and can build both the systems and the team required to scale a world-class CX function.

You're Excited About This Opportunity Because You Will:

• Build and Lead a High-Performing CX Organization From the Ground Up: Recruit, develop, and manage a high-functioning team across Implementation and Customer Success/Support, establishing clear ownership, accountability, and a strong customer-first culture.
• Drive a Scalable Implementation Motion: Design and operationalize a repeatable implementation methodology that reduces time-to-value, eliminates bottlenecks, and ensures customers fully deploy what they've purchased.
• Ensure Customer Activation and Value Realization: Establish frameworks that connect product usage to measurable outcomes (compliance, efficiency, risk reduction) and prevent stalled implementations or disengagement early in the lifecycle.
• Transform Customer Success into a Proactive, Revenue-Driving Function: Build a structured account management motion that drives retention and expansion through strong engagement models, health scoring, and disciplined upsell & renewal processes.
• Implement an AI-First, Best-in-Class Support Model: Implement modern CX systems and define an AI-first strategy that improves response times, reduces