TL;DR

Vice President of Client Experience (SaaS): Defining and executing the enterprise-wide client experience strategy to improve retention, satisfaction, and long-term partnership value with an accent on journey design and cross-functional leadership. Focus on building scalable feedback loops, identifying systemic friction points, and driving organizational alignment to elevate the client journey across all stages.

Location: Must be based in or able to work onsite in Las Vegas, NV

Salary: $220,000–$250,000

Company

Scorpion provides comprehensive technology and services to help local businesses thrive through marketing, market intelligence, and AI-supported human expertise.

What you will do

  • Define and lead the enterprise-wide client experience vision, roadmap, and journey design.
  • Analyze patterns in client feedback, satisfaction metrics, and support interactions to drive measurable improvements.
  • Lead cross-functional initiatives to strengthen onboarding, renewal, and expansion stages.
  • Establish clear experience standards and playbooks aligned with the brand promise.
  • Partner with Sales, Product, Marketing, and Operations to embed client-focused thinking into decision-making.
  • Build and coach a high-performing team focused on strategy, analysis, and enablement.

Requirements

  • Bachelor’s degree in Business, Marketing, Communications, Psychology, or a related field.
  • 10+ years of experience leading client experience or customer lifecycle strategy in complex organizations.
  • 5+ years of experience leading and developing high-performing CX-focused teams.
  • Deep operating experience in Customer Success, Account Management, or Professional Services.
  • Proven ability to influence senior leaders and drive enterprise-level alignment.
  • Strong synthesis and communication skills for presenting strategic recommendations.

Culture & Benefits

  • 100% employer-paid medical, dental, and vision insurance.
  • Flexible paid time off for rest and recharging.
  • Paid parental leave and remote office allowance.
  • Professional development courses and regular manager check-ins via Lattice.
  • Commitment to diversity, inclusion, and equal opportunity employment.