Vice President, Customer Experience (North America)
Application managed by InterviewHR
$288,500 – $396,500 / yearly
Talkdesk is seeking a strategic Vice President of Customer Experience to lead and scale a unified customer experience model across North America from our Bellevue, WA office. In this high-impact executive role, you will lead a consolidated team of Customer Experience Managers, combining Customer Success and Technical Account Management into a single, outcome-driven function. Your core mandate is accelerating adoption of Talkdesk's AI-powered solutions, ensuring enterprise customers fully realize the value of automation, intelligent routing, and AI-driven customer engagement. As a leader of leaders, you will align business value with technical execution, driving seamless customer journeys that maximize adoption, retention (NRR), and expansion across complex enterprise accounts. This role requires deep technical expertise—ideally grounded in early-career experience in product, engineering, or architecture—paired with strong executive presence to engage stakeholders from developers to the C-suite. You will serve as the executive bridge between customer technical teams and internal Product & Engineering organizations, while championing an AI-first mindset both internally and externally. Your responsibilities include building and scaling a high-performing multi-tiered CX leadership team, leading AI adoption and customer transformation initiatives, owning North America retention and expansion targets, and developing scalable playbooks that integrate AI adoption into the customer lifecycle. You will partner with Sales and GTM leadership to identify growth opportunities and serve as the senior escalation point for complex technical and transformational engagements.
Responsibilities
- Build, lead, and scale a high-performing, multi-layered CX leadership team across North America
- Drive the evolution to a unified CXM model, integrating business and technical skill sets into a single customer-facing function
- Establish career paths and competency models emphasizing technical depth, AI fluency, and business acumen
- Lead the adoption and expansion of Talkdesk AI solutions across the customer base, ensuring customers leverage AI to drive efficiency and differentiated experiences
- Partner with customers to define and execute AI strategies, including automation, conversational AI, and intelligent orchestration
- Embed AI best practices into all stages of the customer lifecycle—from onboarding through expansion
- Serve as the executive bridge between customer technical teams and internal Product & Engineering organizations
- Own North America retention and expansion targets (NRR and GRR) across strategic accounts
- Partner closely with Sales and GTM leadership to identify AI-led growth opportunities
- Build and maintain C-suite relationships, positioning AI adoption as a strategic lever for business transformation
- Develop scalable playbooks that integrate AI adoption into onboarding, adoption, and lifecycle management
- Implement frameworks to measure technical health, AI utilization, and customer maturity
- Act as the voice of the customer to influence product innovation, particularly in AI and automation capabilities
Skills
Benefits
- Medical, Dental, Vision, Life and Disability Insurance
- Employee Assistance Program (EAP)
- 401(k) plan
- Uncapped paid time off program
- 14 paid holidays each year
- Equity and short-term incentives (bonus or commission based on level and role)
- Inclusive and diverse workplace culture
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