Smith System Driver Improvement Institute, Inc. · 3 weeks ago
Vice President Customer Experience
United States
Full-time
Remote
Lead/Staff, Director/Executive
$190K/yr - $225K/yr
5+ years expSmith System Driver Improvement Institute, Inc. is a leading provider of driver risk management and safety solutions. They are seeking a Vice President of Customer Experience to build and lead their Customer Experience organization, focusing on revenue retention, customer satisfaction, and long-term customer value.
AutomotiveEducationLogistics
Hiring Manager
Tiffany Davis, MHRM
Responsibilities
Design, refine, and own Smith System’s tiered CX coverage model (Enterprise, Core, Scale/SMB)
Define service levels, engagement cadences, and success playbooks across customer segments
Ensure customers experience Smith System as one unified partner, not disconnected products or teams
Build and lead the CX organization, including Enterprise, Core, and Scale/Renewals teams and CX Operations
Hire, develop, coach, and retain high‑performing CX leaders and individual contributors
Establish clear roles, career paths, performance expectations, and operating rhythms
Own CX KPIs including GRR, NRR, CSAT/NPS, adoption, and health score coverage
Ensure consistent renewal planning, risk identification, and save motions across segments
Drive identification of upsell, cross‑sell, and expansion opportunities, partnering with Sales to execute commercial close
Build customer advocacy through strong outcomes, executive engagement, and reference‑ready relationships
Partner with Sales leadership on account ownership, handoffs, and expansion motions
Align closely with Training Operations to ensure delivery quality and utilization
Collaborate with Product and Support to surface customer insights and close feedback loops
Work with Finance and RevOps to align forecasting, tooling, and performance reporting
Champion a data‑driven CX motion using health scores, usage data, and structured playbooks
Oversee CX dashboards, reporting, and insights in partnership with CX Operations
Ensure CRM and CX tooling support proactive engagement, forecasting, and execution
Improved Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across Enterprise, Core, and SMB segments
Positive and sustained improvement in CSAT/NPS and customer advocacy
Predictable renewal forecasting and disciplined execution of CX playbooks
Measurable expansion readiness pipeline sourced by CX and successfully closed by Sales
Strong cross‑functional alignment and trust with Sales, Ops, Product, and Finance
Engagement, retention, and performance of CX leaders and team members
Qualification
Required
5+ years of progressive leadership experience in Customer Experience, Customer Success, Account Management, or related revenue‑retention roles
Demonstrated success building or transforming CX/CS organizations, not simply inheriting mature teams
Experience operating at the executive level, partnering with CEOs, ELTs, and Boards
Strong understanding of recurring and repeat revenue models, renewals, and expansion dynamics
Proven ability to balance strategic vision with hands‑on execution in early‑stage or transitional environments
Experience supporting enterprise, mid‑market, and SMB customer segments simultaneously
Highly data‑literate, with comfort using dashboards, KPIs, and systems to drive decisions
Exceptional leadership, communication, and stakeholder‑management skills
Comfortable operating in ambiguity and driving clarity through structure and execution
Company
Smith System Driver Improvement Institute, Inc.
Smith System is the leading provider of crash-avoidance driver training.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2023-11-07Acquired
Leadership Team
Douglas Boughton
CFO
Company data provided by crunchbase