Workiva

1 month ago

VP of Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 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

Website LinkedIn

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Workiva

1 month ago

VP of Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

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

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

Website LinkedIn