VP Customer Experience
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