About Audyence
Audyence is a high-growth B2B marketing technology company powering a two-sided marketplace that enables marketers to buy outcomes-based media from premium publishers with unprecedented control, transparency, and efficiency. Backed by industry insiders and trusted by some of the world’s largest B2B brands, our platform is reshaping how demand generation is executed at scale.
Role Overview
Audyence is seeking a strategic, operationally focused Vice President of Customer Experience to build and lead a modern, system-driven post-sale organization that drives customer retention, usage and long-term revenue growth. This role will report directly to our Chief Revenue Officer and will own the strategy, execution, and performance of the post-sale customer lifecycle. This role is responsible for turning Customer Experience into a core growth driver by improving retention, expansion, product adoption, and long-term customer value.
You will lead and scale a high-performing CX organization while partnering closely with Sales, Product, Marketing, and RevOps to deliver a seamless and impactful customer journey.
You will be expected to:
Build a system that drives consistent customer usage, not just manage relationshipsEliminate gaps between onboarding, activation, and ongoing enablementImplement automation and AI workflows to scale without linear headcount growthCreate clear accountability for customer outcomes across the lifecycle
This role ownsthe following KPIs:
Gross Revenue Retention (GRR)Customer usage and spend consistencyCustomer onboarding time-to-valueCustomer experience (NPS, CSAT, journey design)
And supportsthe following KPIs:
Net Revenue Retention (NRR)Customer Health Index (CHI)Feature Adoption Rates
Key Responsibilities
Leadership and StrategyDefine and lead the global Customer Experience strategy and operating modelBuild and scale a CX organization across onboarding, success, support, and expansion Establish clear accountability for active vs. inactive customers, time since last spend, GRR, and other KPIs measured on the department and individual levelAlign CX performance to revenue outcomes including retention and growth Serve as the voice of the customer to influence product and company strategy
Customer Growth and OutcomesOwn key metrics including Gross Revenue Retention, product and feature adoption rates, and customer satisfaction Build and operationalize processes and systems to ensure consistent customer engagementEstablish and scale Mutual Success Plans across key accounts Build executive relationships with strategic customers Drive consistent delivery of measurable customer outcomes
Customer Experience and JourneyOwn the full post-sales customer lifecycle Design and implement a structured, repeatable lifecycle across:onboarding à activation à ongoing usage à re-engagement à renewal and/or upsellDefine and hold teams accountable to consistent, clear playbooks across each of these stagesEliminate drop-off pointsDrive strong adoption of new features through evangelism and demonstrationOversee successful integrations and data flow across customer systemsIdentify inefficiencies and deploy automation across onboarding processes, customer communication and follow-ups, usage tracking and alerts, and re-engagement campaigns
Strategic Advisory and Demand GenerationPosition Audyence to our customers as a strategic partner in demand generationStandardize best practices across ABM, content strategy, attribution, lead scoring, and nurture strategyEnsure the team delivers high-value, consultative guidance tied to business impactHost occasional customer events and webinars to demonstrate our thought leadership in the space
Cross-Functional LeadershipPartner with Sales on expectation setting, renewals, and expansion Partner with Product on feedback loops and roadmap prioritization Partner with Marketing on thought leadership and customer advocacyPartner with RevOps on forecasting, data, and scalable processes
Team and Organizational DevelopmentBuild, lead, and develop a high-performing CX team inclusive of:Technical Account Management responsible for onboarding, implementation and troubleshootingCustomer Experience Owners responsible for relationship development, driving ongoing usage and spend, identifying expansion opportunities, and feature evangelism and adoptionRefine roles, metrics, and career paths Foster a culture of accountability, innovation, and customer focus
Qualifications
8+ years of experience in B2B SaaS, MarTech, or SalesTech5+ years in a senior leadership Customer Success, Customer Experience, or related leadership roleProven success driving retention, expansion, and customer outcomes and implementing best practices for increasing lift and incentivizing lift effortsDeep knowledge of B2B demand generation strategy and executionExperience building and scaling teams and operating modelsStrong executive presence and experience working with senior stakeholdersCross-functional leadership across Sales, Product, Marketing, and RevOpsAnalytical mindset with a data-driven approach to decision-making
Compensation and Benefits
Work from our beautiful downtown Austin office Competitive salary & performance-based bonus Equity in a fast-growing company Medical, Dental, Vision for employees and family 401k Monthly Stipends for: Health & Wellness Home Internet Cell phone Child/Pet Care Commuter perks
We truly embody our values and live it through the culture we are creating at Audyence.
Think Big – Dream boldly and push boundaries
F.I.T.F.O. (Figure It The F* Out) – Be resourceful, figure things out independently, and keep momentum moving
Earn Trust & Respect – Operate with integrity and transparency in every interaction
Take Agile Action – Move quickly with clarity and confidence. Progress over perfection
Be Customer Obsessed – Solve real problems for real people. Always advocate for the user
Take Ownership – Step up, take accountability, and deliver results
Be Resourceful – Do more with less. Work smart, not just hard
Prioritize Profitability – Build a sustainable, capital-efficient company that lasts
Execute with Quality – Sweat the details and build with care. Excellence is the expectation
Know Where You Stand – Use data to measure performance and stay grounded in reality
Share Knowledge with Others – We grow faster together. Make knowledge transfer part of your default behavior
If you don’t meet every qualification listed, we still encourage you to apply. Research shows that candidates who don’t check every box often self-select out, even though they may bring valuable skills and perspectives. We’re committed to building a diverse and inclusive workplace, so if you’re excited about this role and think you’d be a great fit, we want to hear from you!
Disclaimer: This job description outlines the general nature and scope of responsibilities for the role. It is not an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Specific tasks may evolve or change based on business needs.
PIca95348eb63a-37437-40264816
