BambooHR · 12 hours ago
Vice President, Customer Delivery
Utah | Hybrid
Full-time
Hybrid
Director/ExecutiveBambooHR is a company focused on empowering HR professionals through innovative software solutions. They are seeking a dynamic leader to oversee their customer-facing organization, driving customer experience strategy and enhancing retention and satisfaction across support and implementation services.
Human ResourcesSaaSSoftware
Responsibilities
Own the post‑sale CX strategy and operating model across Support, Implementation, and Customer Success; define a multi‑year roadmap that scales with growth and international expansion
Set clear, company‑level outcomes for MRR retention rate, churn, onboarding time‑to‑value, CSAT/NPS, product adoption, deflection, SLA/response and resolution times, and cost‑to‑serve—then deliver against them
Establish a unified customer journey and playbooks from onboarding through renewal/expansion; ensure crisp handoffs and closed‑loop feedback across the lifecycle
Lead and grow a team of leaders (directors and their orgs), building a high‑trust, high‑accountability culture that reflects BambooHR values and voice
Attract, develop, and retain top talent; build succession plans; raise the bar on leadership excellence and coaching
Be the executive point for voice‑of‑customer, incident response, and high‑risk escalations; translate insight into product, policy, and process decisions
Partner with Product/Eng to prioritize roadmap items that reduce friction and improve adoption; with Sales/Marketing on promise‑to‑value alignment; with Finance on forecasting, unit economics, and investment cases
Design scalable processes, capacity models, workforce management, and knowledge/education motions; standardize and continuously improve SOPs
Drive AI‑enabled efficiency and quality across CX tooling (e.g., Salesforce Service Cloud, Gainsight, Wrike, Google Workspace, WFM/telephony, LMS/knowledge platforms), adopting safe, compliant best practices
Implement robust quality, training, and enablement programs to raise consistency and self‑service
Improve overall satisfaction and consistency across channels; reduce customer effort and escalations; maintain a best-in-class live support experience
Increase on-time activations, shorten implementation cycles, and reduce postponements/cancellations; strengthen early-life (30/60/90-day) indicators
Improve customer retention and expansion by driving adoption and value realization, accurate renewal forecasting, and disciplined risk mitigation
Lower cost-to-serve and raise productivity per FTE; increase digital resolution/self-service and first-contact resolution; use safe AI and process/automation to handle rising client complexity while reducing costs where appropriate
Improve quality outcomes and incident response; mature VOC/QBR cadences with closed-loop actions; uphold privacy, security, and compliance
Build succession depth and leadership bench; strengthen manager effectiveness; maintain or improve engagement while raising the performance bar
Qualification
Required
Proven success leading scaled, post‑sale, customer‑facing organizations across Support, Implementation/Services, and Customer Success in B2B SaaS
Leader‑of‑leaders who builds high‑performing, inclusive teams; experienced in coaching directors and establishing strong operating cadences
Track record improving CSAT, retention, adoption, time‑to‑value, and cost‑to‑serve through process design and data‑driven execution
Executive‑level influence; translates voice‑of‑customer and analytics into product, policy, and investment decisions
Working knowledge of modern CX stacks (e.g., Salesforce Service Cloud, Gainsight, WFM/telephony, knowledge/LMS) and safe AI practices
First‑level executive scope and maturity; HCM/Payroll domain experience is a plus
Preferred
You simplify complex environments and design mechanisms that scale without sacrificing quality
You're a culture builder and storyteller who rallies teams around clear outcomes and holds a high bar for leadership excellence
You instinctively connect customer insight to product and go‑to‑market decisions, and you bring the business along with crisp narratives and data
You've led meaningful operational transformations (systems, org, process) and know how to manage change with empathy and pace
Benefits
Comprehensive health, life, and disability insurance
Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
401k plans with up to 6% company match
$2000 Paid-Paid Vacation bonus
EAP through Headspace
Company
BambooHR
BambooHR is a SaaS-based company providing subscription-based HR software for SMEs.
Founded in 2008
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Sorenson Capital
2016-08-01Series Unknown
2012-01-01Series Unknown
Leadership Team
Bradley Rencher
Chief Executive Officer
Ben Peterson
Co-founder and Co-chairman
Recent News
2026-01-23
2025-11-12
Company data provided by crunchbase