Workiva

VP of Customer Experience

USA - Remote · Vp

Sponsorship not specified$232k-$301kDetected 30 days ago

Content MarketingCustomer SuccessCustomer SupportLeadershipCommunicationCollaboration

About the role

This leader will be responsible for shaping a unified, digital-first customer experience that accelerates value, scales efficiently, and delights customers at every moment of their journey.
This role is the strategic counterpart to our VP of Customer Success and VP of Solution Success.
The ideal candidate brings deep expertise in:

Lead a global, multi-tier Technical Support organization focused on high-quality, omnichannel support experiences.
Drive operational excellence through rigorous metrics (CSAT, CES, deflection, FRT, FCR, utilization, cost-to-serve)
Partner closely with Product and Engineering to resolve escalations and influence roadmap priorities.
Lead Field Enablement to ensure CSMs, Solution Success, Support Engineers and supporting teams are equipped with the skills, messaging, and tools to drive adoption and deliver value.
Build an integrated enablement strategy that aligns product launches, success motions, and customer lifecycle milestones.
Build a digital-first experience strategy leveraging automation, in-product guidance, campaigns, webinars, and AI-powered journeys.
Own scaled content and knowledge management across CX (KCS, LMS, taxonomy, search optimization, content freshness).
Partner with Product, Marketing, and Customer & Solution Success to deliver cohesive digital programs that reduce friction and accelerate time-to-value.
Lead the strategy for our online customer community-expanding user-led engagement, best practice sharing, thought leadership, and peer-to-peer problem-solving.
Develop community programs that fuel product adoption, reduce support volume, and mobilize customer advocates.

15+ years of experience in Customer Experience, Support, Enablement, or related SaaS leadership roles.
With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
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.
Deep understanding of digital engagement, automation, AI-powered support, and scaled success motions.
Strong operational acumen with the ability to build processes, systems, and operating rhythms that scale.
Highly empathetic leader with excellent communication, executive presence, and cross-functional influence with Product, Engineering, Marketing and Business Technology leaders.
A passion for building simple, intuitive experiences that help customers realize value quickly.
Working Conditions & Physical Requirements
Reliable internet access for any period of time working remotely, not in a Workiva office.

$231,800.00 - $301,200.00 ✅ A discretionary bonus typically paid annually
The salary range represents the low and high end of the salary range for this job in the US.
The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Oversee Customer Enablement, including onboarding programs (in partnership with VP Solution Success), learning paths, curriculum design, certification, and scalable education experiences.
✅ 401(k) match and comprehensive employee benefits package

ability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic

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