Director of Customer Experience

Description

AboutVeryon

Veryon is the leading global provider of aviation software and information services, trusted by over 5000+ customers, 75,000 maintenance professionals, and 100+ OEMs across nearly 150countries. Our mission is to deliver smarter, predictive technology solutions, including our AI platform, VeryonAIRE that maximizesaircraftuptime and operational efficiency for the world's most demanding aviation organizations.

AtVeryon, we are an AI-forward company focused on driving innovation and efficiency through emerging technologies. We prioritize hiring individuals who embrace AI, think creatively about its application, and are excited to continuously evolve alongside it.

About The Role

We are looking for a seasoned, people-first leader to join us as Director of Customer Experience, based in Chennai. This is a high-impact, highly visible leadership role responsible for three interconnected pillars of our post-sales organization: Customer Success, Customer Support, and Delivery (Onboarding & Implementation).

You will support the execution of the full customer lifecycle from initial onboarding through long-term retention and growth, ensuring our customers realize measurable value from our software. You will lead and scale a growing team in India while working in close partnership with North American business leaders to align on strategy, priorities, and customer outcomes.

This role is ideal for a strategic operator who thrives in a cross-functional, globally matrixed environment and is focused on driving scale across Asia operations. The role is centered on building repeatable, high-quality production models across the entire SaaS portfolio not just enterprise while consistently maintaining the highest standards of customer experience.

What You'll Own

Customer Success

• Lead a team of Customer Success Managers (CSMs) responsible for driving product adoption, retention, expansion, and NPS across an enterprise customer portfolio.
• Define and execute a customer success playbook tailored to enterprise buying cycles and business outcomes.
• Partner with Sales and Product on renewal forecasting, upsell/cross-sell motions, and voice-of-customer insights.
• Build and monitor health score frameworks, proactively identifying at-risk accounts and mobilizing resources to intervene.
  
  

Customer Support

• Oversee a multi-tiered support function delivering timely, high-quality resolution of customer issues across SLA tiers.
• Establish support quality benchmarks (CSAT, FRT, MTTR) and drive continuous improvement through data and process discipline.
• Champion a culture of empathy, accountability, and escalation management within the support team.
• Work with Product and Engineering to close the loop on systemic issues surfaced through support channels.
  
  

Delivery (Onboarding & Implementation)

• Support a team of Implementation Managers and Project Managers responsible for the end-to-end onboarding and go-live of enterprise customers, spanning 6–18 month implementation timelines.
• Develop scalable delivery methodologies, project governance frameworks, and milestone-based engagement models.
• Ensure customers achieve defined time-to-value benchmarks by driving complex, multi-stakeholder deployments. Proactively partner with Customer Experience (CX), Product, and Engineering teams to drive progress against agreed milestones, enforce accountability to timelines and deliverables, and resolve execution blockers.
• Identify and mitigate delivery risk early; maintain executive-level visibility into project status across the portfolio.
  
  

Cross-Functional & Global Leadership

• Position the role with accountability for building and scaling the Customer Experience capability from Chennai as a strategic hub within the global operating model.
• Establish governance, operational cadence, and maturity frameworks that strengthen consistency, accountability, and performance across the Customer Experience organization.
• Serve as the senior CX leader and primary point of accountability in Chennai, representing the function in regional and global forums.
• Build strong working relationships with North American counterparts across Sales, Product, Engineering, and Finance.
• Drive alignment between regional delivery realities and global strategic priorities, ensuring two-way transparency.
• Build and develop a high-performing CX organization by defining role charters, competency frameworks, and career progression paths across Customer Success, Support, and Implementation functions.
• Contribute to the global CX leadership agenda, participating in planning cycles, OKR-setting, and executive reporting.
  
  

Requirements

What We're Looking For

Experience

• 10+ years of progressive experience in Customer Success, Implementation, or Customer Experience roles within Enterprise SaaS.
• 4+ years in a senior leadership or people management role, ideally overseeing multiple CX functions simultaneously.
• Proven track record of managing enterprise customer relationships with long implementation cycles and complex stakeholder environments.
• Prior experience working in or closely with globally distributed teams, especially in partnership with North American leadership.
  
  

Skills & Competencies

• Strategic thinking: Ability to translate business objectives into operational plans and team priorities.
• Operational rigor: Comfort with metrics, dashboards, and data-driven decision-making across a multi-functional scope.
• Executive presence: Confident engaging with senior customer stakeholders and internal C-suite leaders.
• Cross-functional influence: Skilled at building alignment across Sales, Product, and Engineering without direct authority.
• People leadership: Demonstrated ability to coach, develop, and inspire large, diverse teams.
• Communication: Excellent written and verbal English communication skills; experience presenting to and collaborating with North American and global audiences.
• Change management: Experience scaling processes and teams in a high-growth, evolving environment.
  
  

Technical Familiarity

• Proficiency with CX and CS tooling: Gainsight, Salesforce, Zendesk, JIRA, or equivalents.
• Familiarity with project management methodologies (PMP, PRINCE2, Agile/Scrum) is a strong asset.
• Understanding of enterprise software deployment environments (SaaS, cloud infrastructure) at a functional level.
  
  

AI Fluency

• Demonstrated experience using AI tools in a professional context (e.g., ChatGPT, Claude, Copilot, Gong, Gainsight AI or similar).
• A growth mindset toward technology — you don't need to be an AI engineer, but you should be curious, self-directed, and unafraid to experiment.
• The ability to translate AI capabilities into practical, team-level habits and processes — making AI real and accessible for frontline CSMs, support agents, and implementation managers.
• A point of view on where AI is heading in Customer Experience and how it will reshape team structures, workflows, and customer expectations over the next 2–3 years.
  
  

What Success Looks Like In Year One

• Customer onboarding timelines and delivery quality are consistent and measurably improving.
• Support SLAs are met or exceeded and CSAT scores trend upward.
• Net Revenue Retention (NRR) and customer health scores are tracked, understood, and improved across the portfolio.
• A cohesive, motivated CX team is in place with clear roles, career paths, and performance expectations.
• Strong cross-functional partnerships are established with North American leadership.
  
  

Why Join Us

• A leadership role with real scope, real ownership, and direct impact on customer and business outcomes
  
  

Our Core Value

• Fueled by Customers: Customers are at the core of every decision.
• Win Together: Collaboration is our competitive edge.
• Make It Happen: No excuses. Just outcomes.
• Innovate to Elevate: We boldly challenge what's standard and lift what's possible.