Vice President, Customer Experience (Ecommerce)

Location: Remote within the United States, with Atlanta, Georgia or Las Vegas, Nevada required; relocation available. Regular travel to customers and hirify.global facilities is required.

Company

hirify.global provides commerce-enablement technology and fulfillment services, including warehousing, transportation, checkout, order management, pre- and post-purchase, and warehouse management platforms.

What you will do

• Partner with CX executives to define and execute company-wide customer experience strategy.
• Own defined customer portfolios, teams, retention, renewals, customer health, executive engagement, and expansion performance.
• Build scalable segmentation, service tiers, coverage models, account ownership standards, and customer operating mechanisms.
• Integrate acquired customer portfolios and CX organizations while aligning systems, processes, and engagement models.
• Lead strategic customer relationships, escalations, executive sponsorship, and voice-of-customer programs.
• Develop senior CX leaders and partner with Sales, Finance, Operations, Product, Solutions, and Implementations.

Requirements

• 15+ years of experience in Customer Experience, Customer Success, Account Management, or another customer-facing leadership function.
• Experience leading leaders and large, multi-layered customer organizations and portfolios spanning multiple segments.
• Experience with international or geographically distributed customer organizations, segmentation, and coverage models.
• Ownership of retention, renewals, customer health, NRR, GRR, NPS, CSAT, commercial performance, and complex escalations.
• Strong executive presence, analytical skills, cross-functional leadership, and experience operating in a shared executive leadership model.
• Must be based in Atlanta, Georgia or Las Vegas, Nevada, or be open to relocating; regular travel is required.

Nice to have

• Experience in 3PL, fulfillment, transportation, logistics technology, ecommerce, or complex B2B operations.
• Experience integrating customer portfolios and customer-facing organizations after acquisitions.
• Experience serving strategic enterprise accounts alongside scaled populations of smaller customers.
• Experience with Salesforce, Gainsight, customer health scoring, data visualization, automation, and AI-enabled customer engagement.

Culture & Benefits

• Remote work arrangement within the United States.
• Opportunity to shape a unified CX operating model during rapid growth, acquisitions, and international expansion.
• Executive scope across products, geographies, customer segments, and acquired businesses.