VP, Customer Experience & Operations

  • Remote
  • Full-Time

About Decile

Decile is a customer data and analytics platform that empowers ecommerce and omnichannel brands to make data-driven decisions about their business. We offer an integrated technology and service solution that uses customer, sales and demographic data to bridge the gap between core business, financial and marketing metrics for brands. Decile has a deep expertise in people-based analytics and measurement, and provides superior business results and actionable insights about customers and prospects to enable brands to build and retain a more loyal customer base. We are a subsidiary of Graham Holdings Company (formerly The Washington Post Company), but operate independently. 

Our company values diversity of thought, culture, background, and perspective to create a truly unique and successful organization. We encourage bright, kind, enthusiastic problem-solvers to join our team and help make a big impact on our success. 

About the Role

The VP of Customer Experience & Operations is a senior leadership position responsible for owning the full customer experience from initial onboarding and implementation to ongoing support and operational excellence. This role acts as a critical bridge between Sales, Customer Success and Technology teams. Working closely with our CEO, CTO, Customer Success and Technology team leadership across the company to deliver a superb client experience, drive adoption of our software platform and increase Decile’s retention rates, this position will own and execute on the vision, strategy, and day-to-day tactics that we employ to surprise and delight clients and deliver flawless experiences as Decile scales overall revenue growth.

You’re the kind of person that thinks big and is at ease operating across departments to identify and execute on client expansion opportunities – including through the development of playbooks, flawless onboarding, and flexible solutions to help Decile integrate seamlessly with existing client workflows.. You’ll have expertise across customer facing roles as well as an operational background and mindset.

The VP Client Experience & Operations is a critical member of the Decile leadership team and oversees both the Customer Success and Data Operations functions. We seek a leader that is both a mentor and a coach – plus a great brand evangelist! Possessing an eye and energy for needle-moving solutions, sound judgment, and an abundance of emotional intelligence, you’ll champion a transparent, collaborative Delivery team culture that results in both happy and high-performing team members. We are looking for someone with a track record of running SaaS Client and Operations functions and a passion for setting metrics and holding the team accountable for both effort and results.

What will you do?

  • Drive Customer Success Outcomes along with the Director of Customer Success

  • Increase renewal rates and reduce churn

  • Expand our revenue in accounts through cross-sell and up-sell

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

  • Drive new business growth through greater advocacy and reference-ability

  • Optimize Customer Lifecycle

    • Map customer journey

    • Develop listening points in the journey (e.g., usage, satisfaction, etc.)

    • Standardize interventions for each point in journey

    • Define segmentation of customer base and varying strategies

    • Identify opportunities for continuous improvement

    • Learn from best practices in industry

  • Oversee Customer Success Activities & Adoption

    • Onboarding & Implementation

    • Quarterly business reviews with clients

    • Renewals

    • Cross-sell / Up-sell

    • Advocacy

  • Measure Effectiveness of Customer Success

    • Define operational metrics for team

    • Establish system for tracking metrics

    • Expose subset of metrics to executive team, company and board

  • Enhance Effectiveness and Efficiency Through Technology

    • Support systems

    • Data operations

    • Customer marketing software

  • Inspire Client Experience Across Company

    • Create company-wide culture of client advocacy

    • Align with Marketing around marketing to existing clients

    • Align with Product around driving product roadmap

    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

    • Align with Finance around measurement and forecasting

    • Align with Executive Team around key metrics and objectives

    • Create company-wide customer feedback loop


  • 10+ years experience in technical-oriented customer-facing organizations

  • Ability to manage and influence through persuasion, negotiation, and consensus building

  • Ideally combined background of customer success and operations

  • Strong empathy for customers AND passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Excellent communication and presentation skills

  • Relevant Bachelor’s degree; preference for analytical degrees

  • Strong understanding of MarTech and mid-market space

  • Experience working in an agile environment, startup experience preferred.

  • An understanding of and strong alignment with our core values

  • Proven ability to work closely and harmoniously, while maintaining cohesion, across multiple team members and several departments

  • Cooperative, dependable work ethic and a high sense of personal responsibility and integrity