Position SummaryThe Vice President of Customer Satisfaction will be responsible for defining, leading, and executing OneRail's customer satisfaction strategy across the entire customer lifecycle. This executive will lead a high-performing team focused on measuring, improving, and maintaining customer satisfaction while partnering closely with Customer Support, Product, Operations, Support, Engineering, Sales, Marketing, and Executive Leadership.
The ideal candidate is a data-driven leader with deep SaaS experience who understands how to translate customer feedback into actionable business improvements. They will serve as the voice of the customer within the organization, ensuring customer needs are prioritized and addressed across all functions.
Key ResponsibilitiesCustomer Satisfaction Strategy & Leadership- Serve as the executive leader responsible for customer experience and satisfaction throughout the rollout and expansion of FedEx-related programs and customers.
- Develop and execute a comprehensive customer satisfaction strategy aligned with OneRail's growth objectives.
- Establish and manage company-wide customer satisfaction programs, including NPS, CSAT, CES, customer health scoring, and customer advocacy initiatives.
- Create a customer-centric culture that promotes accountability for customer outcomes across the organization.
- Lead, mentor, and develop a team focused on customer experience, satisfaction measurement, customer insights, and continuous improvement.
Cross-Functional Collaboration- Partner with the SVP of Customer Growth to execute quarterly Customer Strategy Sessions
- Partner with Product Management to prioritize customer-driven enhancements and improvements.
- Collaborate with Engineering and Operations teams to identify and resolve systemic customer issues.
- Work closely with Customer Success and Support leadership to improve customer adoption, retention, and overall experience.
- Partner with Sales and Marketing to ensure customer expectations are appropriately set throughout the buyer journey.
- Facilitate executive-level customer reviews and strategic account discussions.
Voice of the Customer (VoC)- Design and implement a formal Voice of the Customer program that gathers feedback from customers across multiple channels.
- Analyze customer sentiment, trends, and feedback to identify opportunities for improvement.
- Present customer insights and recommendations to executive leadership on a regular basis.
- Establish mechanisms to close the feedback loop with customers and internal stakeholders.
Customer Health & Experience Management- Develop and monitor customer health metrics to proactively identify risks and opportunities.
- Lead initiatives to improve customer adoption, engagement, retention, and advocacy.
- Oversee customer journey mapping efforts and identify friction points throughout the customer lifecycle.
- Drive programs that improve onboarding, implementation, support experiences, and ongoing platform value realization.
Metrics & Performance- Own and report on customer satisfaction KPIs, including:
- NPS, CSAT
- Customer Retention and Renewal Rates
- Customer Health Scores
- Escalation Resolution Metrics
- Product Adoption Metrics
- Establish dashboards and executive reporting frameworks to measure customer experience outcomes.
- Use data and analytics to drive decision-making and continuous improvement initiatives.
Customer Advocacy- Build and scale customer advocacy programs, including references, testimonials, case studies, advisory boards, and user communities.
- Develop executive relationships with strategic customers and serve as an escalation point when needed.
- Champion customer success stories internally and externally.
QualificationsRequired- 10+ years of progressive leadership experience in Customer Success, Customer Experience, Customer Satisfaction, or related functions.
- 5+ years in a senior leadership role (Director, Senior Director, VP, or equivalent).
- Proven experience within a high-growth SaaS, logistics technology, transportation technology, supply chain technology, or enterprise software environment.
- Demonstrated success leading cross-functional initiatives that improve customer satisfaction and retention.
- Strong understanding of customer journey management, Voice of the Customer programs, and customer experience methodologies.
- Experience building and managing high-performing teams.
- Exceptional executive communication, presentation, and stakeholder management skills.
- Strong analytical mindset with experience leveraging customer data and insights to drive outcomes.
Preferred- Experience serving enterprise retail, logistics, transportation, supply chain, or last-mile delivery customers.
- Familiarity with transportation management systems (TMS), delivery orchestration platforms, or logistics technology solutions.
- Experience with customer success platforms, CRM systems, and business intelligence tools.
Success Metrics (First 12-18 Months)
- Improve company-wide NPS and CSAT scores.
- Increase customer retention and expansion opportunities.
- Reduce customer escalations and time-to-resolution.
- Establish a formal Voice of the Customer program and executive reporting cadence.
- Improve customer adoption and engagement metrics across the platform.
- Create measurable improvements in customer experience across onboarding, support, operations, and product interactions.
- Develop a scalable customer satisfaction framework that supports OneRail's continued growth.
Leadership Competencies- Customer-First Mindset
- Strategic Thinking
- Cross-Functional Influence
- Executive Presence
- Operational Excellence
- Data-Driven Decision Making
- Change Leadership
- Team Development and Coaching
Compensation Band: Target $200,000 - $225,000
