VP of Customer Experience
Accelerate Performance.

Graphic Communications

This role is part of our Graphic Communications business unit, which serves the global print and packaging industry with ERP and production software designed for commercial printers, packaging manufacturers, promotional and transactional print providers, sign and display manufacturers, and in-plant operations. Our solutions accelerate performance by improving operational visibility, production efficiency, and profitability in complex, high-volume environments.

About the Role

CAI Software is seeking a Vice President of Customer Experience will lead every aspect of customer delivery across the Graphic Communications Business Unit. Reporting directly to the General Manager, this executive will oversee Professional Services, Customer Support, Managed Services, Customer Enablement, and Documentation.

The successful candidate will grow Customer Experience as a managed business-with accountability for operational performance, commercial growth, customer retention, and service profitability.

The VP will ensure adoption of standardized implementation methodologies, scalable support operations via AI and Center of Excellence resources, productized service offerings, and governance models that allow CAI to deliver enterprise-class customer experiences and maximize customer lifetime value.

What You'll Do

Lead Customer Delivery Operations

• Refine and lead a high-performing global post sale operating system spanning:

• Professional Services

• Customer Support (L1, L2 & L3)

• Managed Services

• Premium 24x7x365 Support Operations

• Documentation and Customer Enablement

• Global Center of Excellence (COE)

• Scale consistent operating standards that enable predictable implementations, high-quality support, and operational excellence across a diverse product portfolio.

Build Customer Experience as a Business

Own Customer Experience with business-level accountability by driving:

• Services bookings

• Services gross margin

• Resource utilization

• Delivery efficiency

• Customer satisfaction

• Operational scalability

Partner closely with Sales to increase service attachment rates and develop standardized service offerings that accelerate software adoption while creating recurring revenue opportunities. Implement AI where possible to drive speed and scale.

Standardize Delivery Excellence

Evolve and scale repeatable implementation methodologies that reduce deployment risk and improve customer outcomes.

Redefine and scale:

• Standard deployment playbooks

• Operational readiness checklists

• Knowledge capture standards

• Runbooks

• Go-live governance

• Escalation procedures

• Incident management processes

• Change control standards

• Clear ownership transitions from implementation to support

• Clear transitions from Sales to implementation

Productize Services

Develop a standardized portfolio of Customer Experience offerings, including:

• Implementation packages

• Premium support tiers

• 24x7x365 support services

• Managed operations

• Documentation services

• Release and change management services

• Customer enablement offerings

Transform recurring customer requests into repeatable, profitable service offerings.

Executive Customer Leadership

Serve as the executive sponsor for strategic customer relationships by:

• Leading executive escalations

• Driving customer confidence during complex implementations

• Supporting enterprise deployments

• Building trusted customer partnerships

• Improving retention and long-term customer success

What We're Looking For

• 15+ years of progressive leadership experience in Professional Services, Customer Experience, Customer Operations, or Technical Services within enterprise software or SaaS organizations.
• Demonstrated success leading large global customer-facing organizations.
• Experience managing Professional Services, Customer Support, Managed Services, and customer delivery organizations.
• Proven ability to build standardized operating models across multiple software products.
• Strong financial acumen with experience managing services profitability, utilization, forecasting, and operational performance.
• Experience leading offshore or global delivery organizations and Centers of Excellence.
• Track record of scaling customer operations during periods of rapid growth and organizational transformation.
• Executive-level communication and customer relationship management skills.
• Experience partnering closely with Product, Engineering, Sales, and Executive Leadership.

Preferred Qualifications

• Experience serving print, manufacturing, industrial software, ERP, MES, or manufacturing execution markets.
• Experience integrating multiple acquired software businesses into a unified customer delivery organization.
• Experience building or leading Customer Success organizations.
• Familiarity with enterprise implementation methodologies and ITIL-based support operations.
• Experience developing partner enablement and channel delivery programs.

Why Join CAI

At CAI, we are building something that matters. With 6,200+ customers across 15+ industries and active investment in AI-driven performance tools, we are positioned to define what the next generation of manufacturing software looks like - and we are building the team to lead that work.

Our four pillars define how we deliver for customers - and how we work:

• Built to Fit - Fits how your business runs so performance comes standard
• Built to Expedite - Speeds time to performance without heavy lifts or delays.
• Built to Deliver - AI turns action and insights into measurable performance.
• Built to Scale - Sustains and scales performance without disruption.