VP of Customer Experience

Workiva
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 15+ yearsSkills: ["Communication","Leadership","Problem-solving"]

Lead a global, digital-first customer experience organization across Support, Enablement, Community, and Digital Engagement to accelerate value and scale, partnering with Product, Engineering, Marketing, and Success leadership to deliver a unified CX operating model and AI-powered, proactive customer journeys.

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FursaFursa
Workiva
Workiva
2 months ago

VP of Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead a global, digital-first customer experience organization across Support, Enablement, Community, and Digital Engagement to accelerate value and scale, partnering with Product, Engineering, Marketing, and Success leadership to deliver a unified CX operating model and AI-powered, proactive customer journeys.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Lead a global, multi-tier Technical Support organization focused on high-quality, omnichannel support experiences and manage metrics (CSAT, CES, deflection, FRT, FCR, utilization, cost-to-serve).
  • •Expand self-service and hybrid experiences, AI-assisted workflows, and automated troubleshooting to improve efficiency and customer outcomes.
  • •Oversee Customer Enablement including onboarding programs, learning paths, curriculum design, certification, and scalable education experiences; align with Field Enablement to enable front-line teams.
  • •Build and execute a digital-first experience strategy with automation, in-product guidance, campaigns, webinars, and AI-powered journeys; manage content and knowledge across CX systems.
  • •Lead online customer community strategy to expand engagement, best practices, and advocacy, driving product adoption and reducing support volume.

Pay and Benefits

Equity and Bonus:Equity
Perks:401kAnnual BonusRsusRemote WorkHealth InsuranceSalary Range

Key Requirements

  • •15+ years of experience in Customer Experience, Support, Enablement, or related SaaS leadership roles.
  • •Proven success running large-scale, multi-channel support organizations and/or digital CX programs.
  • •Demonstrated expertise in customer education, learning design, and field readiness.
  • •Experience building and scaling thriving online communities.
  • •Strong background in customer communications, ideally in SaaS or complex product environments.
Experience:15+ yearsSaaSCustomer ExperienceSoftware as a Service
Skills:CommunicationLeadershipProblem-solving
Languages:English
Tech Stack:AIAutomationLMSKCSContent managementCRM

Company Brief

Workiva
Provides a cloud-based platform for connected reporting, compliance, and financial data collaboration. Workiva streamlines SEC reporting, ESG disclosures, and enterprise risk and compliance workflows for large organizations across industries.
Industry: RegTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Ames, United States
Founded: 2008
WebsiteLinkedIn