Vice President, Customer Experience (North America)

The Vice President, Customer Experience is a strategic, high-impact leader responsible for defining and scaling a unified customer experience model across North America. Based in Bellevue, WA, 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. The VP will champion an AI-first mindset—both internally and externally—guiding customers on how to operationalize AI to transform their contact center strategies and deliver measurable business outcomes.

As a leader of leaders, this executive aligns business value with technical execution, driving seamless customer journeys that maximize adoption, retention (NRR), and expansion across complex enterprise accounts. The role requires deep technical expertise—ideally grounded in early-career experience in product, engineering, or architecture—paired with strong executive presence to engage from developers to the C-suite.

Key Responsibilities

Leadership & Organizational Strategy

• Build, lead, and scale a high-performing, multi-layered CX leadership team across North America
• Drive the evolution to a unified CXM model, integrating business and technical skill sets into a single customer-facing function
• Establish career paths and competency models emphasizing technical depth, AI fluency, and business acumen
• Cultivate a culture of innovation, accountability, and AI-first thinking across the organization

AI Adoption & Customer Transformation

• Lead the adoption and expansion of Talkdesk AI solutions across the customer base, ensuring customers leverage AI to drive efficiency and differentiated experiences
• Partner with customers to define and execute AI strategies, including automation, conversational AI, and intelligent orchestration
• Embed AI best practices into all stages of the customer lifecycle—from onboarding through expansion
• Act as an internal and external evangelist for AI-driven customer experience transformation

Customer & Technical Strategy

• Serve as the executive bridge between customer technical teams and internal Product & Engineering organizations
• Translate platform performance, AI utilization, and technical health into clear business outcomes and ROI
• Provide executive oversight on complex initiatives, including APIs, CRM integrations, and AI-enabled workflows
• Act as the voice of the customer to influence product innovation, particularly in AI and automation capabilities

Growth, Retention & Executive Engagement

• Own North America retention and expansion targets (NRR and GRR) across strategic accounts
• Partner closely with Sales and GTM leadership to identify AI-led growth opportunities
• Build and maintain C-suite relationships, positioning AI adoption as a strategic lever for business transformation
• Serve as the senior escalation point for complex technical and transformational engagements

Operational Excellence & Transformation

• Develop scalable playbooks that integrate AI adoption into onboarding, adoption, and lifecycle management
• Implement frameworks to measure technical health, AI utilization, and customer maturity
• Lead organizational transformation, integrating technical and business roles into a cohesive, AI-enabled CX model
• Drive operational rigor, consistency, and data-driven decision-making across the post-sales lifecycle

Qualifications

• 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS (CCaaS/CX platforms preferred)
• Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture
• Demonstrated experience driving AI/auto