Talkdesk is the leader in Customer Experience Automation (CXA), using AI and real-time data to automate customer journeys, reduce costs, and improve outcomes. Backed by 500 Global.
About the role
The Vice President, Customer Experience Manager is a strategic, high-impact leader responsible for defining and scaling a unified customer experience model across the globe.This role leads a consolidated team of Customer Experience Managers (CXMs), combining Customer Success and Technical Account Management into a single, outcome-driven function.
What they're looking for
- 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS (CCaaS/CX platforms preferred)
- Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture
- Demonstrated experience driving AI/automation adoption for enterprise customers, with a clear understanding of how AI delivers business value
- Proven track record leading global or regional (North America) multi-tiered teams in high-growth environments
- Deep expertise in cloud architecture, APIs, enterprise integrations (e.g., CRM systems), and AI-driven platforms
- Experience supporting complex industries such as Financial Services, Healthcare/Life Sciences, and Retail
More about this role
The Vice President, Customer Experience Manager is a strategic, high-impact leader responsible for defining and scaling a unified customer experience model across the globe.This role leads a consolidated team of Customer Experience Managers (CXMs), combining Customer Success and Technical Account Management into a single, outcome-driven function.
A core mandate of this role is accelerating adoption of Talkdesk’s AI-powered solutions , ensuring customers fully realize the value of automation, intelligent routing, and AI-driven customer engagement. The VP will champion an AI-first mindset—both internally and externally—guiding customers on how to operationalize AI to transform their contact center strategies and deliver measurable business outcomes.
As a leader of leaders, this executive aligns business value with technical execution, driving seamless customer journeys that maximize adoption, retention (NRR), and expansion across complex enterprise accounts. The role requires deep technical expertise—ideally grounded in early-career experience in product, engineering, or architecture—paired with strong executive presence to engage from developers to the C-suite.
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