Talkdesk

Vice President, Customer Experience (North America)

Seattle · Exec

Sponsorship not specified$289k-$397kDetected 35 days ago

Agentic AICRMAccount ManagementCustomer SuccessLeadershipCommunicationAdaptability

About the role

The Vice President, Customer Experience is a strategic, high-impact leader responsible for defining and scaling a unified customer experience model across North America.
As a leader of leaders, this executive aligns business value with technical execution, driving seamless customer journeys that maximize adoption, retention (NRR), and expansion across complex enterprise accounts.

Build, lead, and scale a high-performing, multi-layered CX leadership team across North America
Drive the evolution to a unified CXM model, integrating business and technical skill sets into a single customer-facing function
Own North America retention and expansion targets (NRR and GRR) across strategic accounts
Partner closely with Sales and GTM leadership to identify AI-led growth opportunities
Build and maintain C-suite relationships, positioning AI adoption as a strategic lever for business transformation
Develop scalable playbooks that integrate AI adoption into onboarding, adoption, and lifecycle management
Lead organizational transformation, integrating technical and business roles into a cohesive, AI-enabled CX model
Drive operational rigor, consistency, and data-driven decision-making across the post-sales lifecycle
Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction.
We foster an inclusive culture where diverse perspectives drive our success and every voice belongs.

Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture
Proven track record leading global or regional (North America) multi-tiered teams in high-growth environments
Deep expertise in cloud architecture, APIs, enterprise integrations (e.g., CRM systems), and AI-driven platforms
Exceptional executive communication skills, with the ability to influence both technical and business stakeholders
Data-driven mindset with the ability to connect technical performance and AI adoption to financial outcomes (NRR, ROI, EBITDA)
Demonstrated experience driving AI/automation adoption for enterprise customers, with a clear understanding of how AI delivers business value
Experience supporting complex industries such as Financial Services, Healthcare/Life Sciences, and Retail
Strong change management background, including organizational design and transformation initiatives
Startup mindset with a bias for action, adaptability, and comfort operating in ambiguity; prior startup or high-growth company experience preferred but not required
Bachelor's degree required; MBA or advanced leadership training preferred

The role requires deep technical expertise-ideally grounded in early-career experience in product, engineering, or architecture-paired with strong executive presence to engage from developers to the C-suite.
15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS (CCaaS/CX platforms preferred)
Startup mindset with a bias for action, adaptability, and comfort operating in ambiguity
prior startup or high-growth company experience preferred but not required
Bachelor's degree required
MBA or advanced leadership training preferred

The application window is expected to close at least 10 days from the posting date.
The application was posted on 04/16/2026.
Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

$288,500 - $396,500
Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

and perks listed above may vary based on the nature of your employment with Talkdesk.
Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Lead the adoption and expansion of Talkdesk AI solutions across the customer base, ensuring customers leverage AI to drive efficiency and differentiated experiences
Partner with customers to define and execute AI strategies, including automation, conversational AI, and intelligent orchestration
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI.

This listing is sourced directly from Talkdesk's careers page and normalized into a canonical job model.