Vice President of Customer Experience

About the Company

Antithesis helps engineering teams find and fix bugs that traditional testing misses. Our platform runs entire systems in a deterministic simulation, providing engineers with root cause analysis and perfect reproduction to ensure faster debugging and more reliable software.

Responsibilities

• Own and optimize operational processes across the end-to-end customer lifecycle, including onboarding, adoption, support, and renewals
• Build and scale customer operations infrastructure, including tooling, reporting, automation, and customer health scoring
• Establish and track key customer metrics such as retention, churn, NPS/CSAT, and product adoption
• Drive operational alignment between pre-sales and post-sales teams to reduce friction
• Develop scalable processes for customer escalations, renewal management, and executive business reviews
• Lead capacity planning, operational planning, and resource modeling efforts
• Evaluate and improve CRM, customer success, support, and analytics systems
• Build, mentor, and develop high-performing operational teams

Requirements

• 10+ years of experience in Customer Operations, Customer Success Operations, or related leadership roles in SaaS or hyper-growth tech
• Proven experience overseeing customer-facing functions like Customer Success, Technical Support, and Account Management
• Strong understanding of enterprise customer lifecycles and post-sales operating models
• Demonstrated success building scalable operational frameworks and systems
• Strong analytical mindset with experience leveraging data for forecasting and retention
• Experience building executive dashboards and customer health models
• Strong cross-functional leadership skills to influence Sales, Product, Engineering, and Finance
• Hands-on experience with Salesforce, Gainsight, Zendesk, or HubSpot

Preferred Qualifications

• Experience supporting enterprise SaaS or highly technical products
• Experience building or scaling global customer operations teams
• Familiarity with AI-driven customer operations or workflow automation
• Experience with subscription-based revenue models and renewal forecasting
• Background in scaling Series A through pre-IPO organizations