Vice President, Customer Experience

We are seeking a strategic and execution-oriented Vice President of Customer Experience to define and lead the company’s end-to-end post-sale customer strategy at scale. This leader will be accountable for the performance and evolution of our global customer experience across Deployments & Integration, Customer Success, and Global Service & Support, ensuring customers achieve meaningful outcomes while enabling efficient, repeatable growth.

This is a critical enterprise leadership role responsible for building the systems, operating model, and leadership capability required to support increasingly complex customer environments as we scale from innovation to commercialization.

Key Responsibilities:

Enterprise Customer Experience Strategy & Leadership

• Define the vision, strategy, and operating model for the end-to-end customer lifecycle, from deployment through long-term support and expansion

• Lead a multi-layered, global organization through experienced Directors and Senior Directors across Service, Customer Success, and Deployments

• Establish clear accountability, governance, and performance standards across all post-sale customer functions

Operating Model, Scale & Economics

• Design and continuously evolve a scalable global delivery model, including customer segmentation, coverage, and service delivery approaches

• Balance customer experience, speed, and cost-to-serve, ensuring sustainable and efficient growth

• Implement systems, processes, and infrastructure that enable predictable, repeatable execution at scale

Customer Outcomes & Business Performance

• Own enterprise-level outcomes including retention, expansion, uptime, time-to-value, and customer satisfaction

• Partner with Sales and Finance to align on lifecycle revenue strategy, including renewals and expansion

• Ensure customer experience is directly tied to measurable business impact and long-term value creation

Cross-Functional Leadership & Influence

• Serve as the executive voice of the customer, shaping Product, Engineering, and GTM priorities

• Drive alignment on critical tradeoffs (e.g., customization vs. standardization, speed vs. quality, cost vs. experience)

• Ensure customer insights are systematically translated into product roadmap and operational improvements

Leadership, Talent & Organizational Effectiveness

• Build and lead a high-performing leadership bench, setting expectations for accountability, performance, and development

• Coach Directors and Senior Directors to operate as enterprise leaders, not just functional experts

• Foster a culture of ownership, rigor, and customer-centric decision-making

Qualifications

• 15+ years of experience in senior leadership roles spanning Customer Experience, Service, Customer Success, or Operations

• Proven track record leading leaders of leaders and scaling global, multi-layered organizations in complex, technical environments (e.g., robotics, hardware + software, industrial tech, or enterprise systems)

• Deep experience designing scalable operating models for post-sale functions, including service delivery, customer success, and deployment

• Strong business acumen, with demonstrated ability to manage tradeoffs between customer experience, operational complexity, and cost

• Track record of influencing cross-functional executive peers across Product, Engineering, and Go-To-Market

• Experience with global service infrastructure, lifecycle revenue models, or service-related P&L is a plus

What Success Looks Like

• A scalable, repeatable customer experience model that supports rapid growth and global expansion

• Strong performance across key metrics, including retention, expansion, uptime, time-to-value, and customer satisfaction

• Seamless coordination across deployments, customer success, and service, delivered through empowered leadership

• Customer insights consistently informing product, operational, and strategic decisions

• A high-performing, aligned leadership team capable of executing at scale

The base pay range for this position is between $275,000 to $400,000 annually. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience.  This range represents a good faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental vision, 401(k), paid time off and an annual bonus structure.  Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.