Vice President, Customer Experience Manager

Vice President, Customer Experience Manager

The Vice President, Customer Experience Manager 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 mindsetboth internally and externallyguiding 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 expertiseideally grounded in early-career experience in product, engineering, or architecturepaired with strong executive presence to engage from developers to the C-suite.

Key Responsibilities

• 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
• 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 lifecyclefrom onboarding through expansion
• Act as an internal and external evangelist for AI-driven customer experience transformation
• 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
• 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
• 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/automation adoption for enterprise customers, with a clear understanding of how AI delivers business value
• Proven track record leading global or regional (North America) multi-tiered teams in high-growth environments
• Deep expertise in cloud architecture, APIs, enterprise integrations (e.g., CRM systems), and AI-driven platforms
• Experience supporting complex industries such as Financial Services, Healthcare/Life Sciences, and Retail
• Strong change management background, including organizational design and transformation initiatives
• Startup mindset with a bias for action, adaptability, and comfort operating in ambiguity; prior startup or high-growth company experience preferred but not required
• Exceptional executive communication skills, with the ability to influence both technical and business stakeholders
• Data-driven mindset with the ability to connect technical performance and AI adoption to financial outcomes (NRR, ROI, EBITDA)
• Bachelor's degree required; MBA or advanced leadership training preferred

Pay Range (OTE Pay): $288,500 - $396,500

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year.

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 10 days from the posting date.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) and in the G2 Overall Grid Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.