Vice President of Client Experience
About The Position
As Vice President of Client Experience, you will shape how clients experience Scorpion from day one through long term partnership. You will identify the moments that build trust, remove friction between teams, and create clear ownership so clients experience consistency and care at every step. This role is about turning client insight into action and helping the organization operate as one connected, client focused system. Reporting to the Chief People Officer, you will lead a high performing Client Experience team while partnering closely with leaders across Sales, Account Management, Product, Marketing, People, and Operations. You will influence how teams collaborate, set enterprise wide experience standards, and build practical tools and feedback loops that drive real behavior change. This is a highly visible leadership role for someone who enjoys building, improving, and challenging the status quo in service of a better experience for both clients and teams. You are curious, collaborative, and energized by bringing people together around a shared vision. If you are passionate about creating meaningful client impact, building inclusive teams, and shaping how an organization shows up for its clients, we would love to hear from you.
Requirements
- Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience.
- 10+ years of experience leading client experience or customer lifecycle strategy within complex, cross functional organizations.
- 5+ years of experience leading and developing high performing CX focused teams within complex organizations.
- Deep experience operating and improving client facing functions such as Customer Success, Account Management, or Professional Services within complex organizations.
- Ability to synthesize complex information and present clear, compelling recommendations that drive enterprise level decisions.
- Track record of defining and scaling client experience frameworks that influence how distributed teams operate and deliver value.
- Proven ability to influence senior leaders and drive enterprise alignment around shared client experience outcomes.
- Ability to translate client insight into strategic narratives that influence decision making and drive enterprise action.
Nice To Haves
- Advanced degrees such as a Master of Business Administration, Human Centered Design, Organizational Leadership, or related fields are valued.
Responsibilities
- Voice of the Client
- Client Experience Strategy and Journey Design
- Lifecycle Optimization and Continuous Improvement
- Metrics and Accountability
- Cross Functional Leadership
- Team Leadership
Benefits
- 100% employer-paid medical, dental, and vision insurance
- Flexible paid time off, so you can rest, relax, and recharge away from work
- Paid parental leave
- Paid cell phone and service
- Remote office allowance
- Professional development and development courses
- Regular manager check-ins to drive performance and career growth through Lattice
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What This Job Offers
Job Type
Full-time
Career Level
Executive
