VP Customer Experience
The Company
Our client is a high growth, B2B SaaS business, headquartered in Europe. Operating in the Healthcare and Pharma markets, serving clients across multiple international markets through a partner-driven distribution model, the organisation combines deep domain expertise with a scale‑up culture. As part of a broader international expansion — with a particular focus on the US market — the company is growing its leadership team.
The Role
Reporting directly to the Chief Operating Officer, the VP of Customer Experience will take full ownership of the post‑sale customer journey and lead a distributed, multilingual team across multiple regions. This role is designed to bring strategic direction, rigour, and scalability to the company's global service organisation.
Key responsibilities include:
- Building, developing and retaining high‑performing multilingual teams across regions
- Channel customer insight into the product and marketing roadmap
- Taking full ownership of the post‑sale customer journey from contract signature onwards
- Ensuring seamless client transitions across service delivery, technical support, and client success functions
- Acting as a key external‑facing leader with regular international travel
- Building and deploying a scalable CX framework to sustain service quality through international growth
- Monitoring performance through shared global KPIs and driving continuous improvement
Candidate Profile
We are looking for a seasoned CX or post‑sale leader from the B2B SaaS or software sector, based in Europe with experience of:
- Entering and scaling operations in new markets — US exposure a strong plus
- Background managing international service organisations, ideally at VP or Director level
- A natural leader who brings clarity, challenges the status quo, and drives teams forward
- Senior leadership experience in post‑sale or customer success within a B2B SaaS or software environment
- Ability to operate strategically while staying close to execution
- Comfortable with P&L accountability and cost‑efficient service delivery
- Fluent in both French and English — mandatory for this role