VP of Customer Experience

Pharos • Full-time • $160k - $170k / year • 3m ago

About Pharos: At Pharos, we help enterprises transform their print and document infrastructure with cloud-based SaaS solutions. Our mission is to simplify operations, deliver measurable value, and create seamless customer experiences. We move fast, think big, and expect every team member to operate with urgency, creativity, and accountability.The Role: Pharos is seeking a hands-on, strategic, and highly capable leader to redefine our post-sales customer experience. As VP of Customer Experience, you will lead Customer Success, Professional Services, Support, and Training, building a high-performing team, implementing operational rigor, and driving measurable impact across retention, growth, and customer satisfaction.

This role requires a leader who can roll up their sleeves and contribute directly, while also developing a team to the point where you can transition to a primarily strategic, data-driven leadership role.

Location: This is a remote role; candidates must reside in the United States and be authorized to work in the US. The role requires occasional travel, up to 20%.

Compensation: Base pay range of $160,000 to $170,000 per year, along with a bonus potential of up to $30,000 and a comprehensive benefits package.

Key responsibilities:

Customer Success Leadership: Assess, upskill, and develop a proactive, accountable team that achieves Gross and Net Retention targets; implement structured engagement cadences; establish early-warning systems for at-risk accounts.
Professional Services Excellence: Deliver profitable, predictable projects on time and on margin.
Support & Training: Ensure SLA-driven, skill-focused support operations; standardize processes and training across tiers.
Operational Excellence: Build a unified post-sales operating model with clear ownership, handoffs, and KPIs; make data visible and actionable.
Executive & Customer Engagement: Personally manage top accounts; partner with Product, Sales, and Marketing to integrate customer feedback; represent Customer Experience at the executive and board level.

Who You Are:

Hybrid Leader & Individual Contributor: You’ve personally executed in CS, Support, or Professional Services while simultaneously building your team. You’ve successfully transitioned from a hands-on role to a leader who guides through data, strategy, and oversight, not just daily operations.
Fast-Moving Operator: You thrive in small, high-performance companies (<400 people) where every leader and team member pushes past expectations to get more done than anyone thought possible.
Data-Obsessed Decision Maker: Metrics drive your decisions; GRR, NRR, PS margin/utilization, backlog, NPS, and SLA performance. You are as comfortable in Excel as you are speaking with customers.
Customer-Centric Executive: You make every decision to maximize measurable value for the customer.

Must-Have Qualifications:

10+ years of leadership in Customer Success, Support, or Professional Services in SaaS or enterprise software.
Experience in small companies (<400 employees) with a high-performance, get-it-done culture.
Track record of delivering retention, revenue expansion, and operational excellence.
Strong financial acumen—managing budgets, project profitability, and resource planning.
Exceptional executive presence and communication skills.

Why Join Pharos:

Lead a critical function that directly drives revenue, retention, and customer satisfaction.
Shape the customer experience strategy for a fast-growing, small but ambitious company.
Join a culture that values innovation, accountability, and measurable impact.

Equal Opportunity Employer Statement: Pharos is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.