VP of Customer Experience

About the role

Scoro, an AI-powered professional services automation platform for consultancies, agencies, IT firms and architecture companies, is looking for a VP of Customer Experience to lead its Customer Services division, which brings together Customer Success, Onboarding and Customer Support. The role reports directly to the CEO and is open to candidates based in Tallinn or Riga.

Key responsibilities

• Lead the Customer Services division and work with Team Leads to set direction, priorities and goals.
• Build a more systematic approach to customer experience, with scalable ways to understand and engage a large customer base.
• Deepen understanding of customers' businesses, needs and ways of working, turning insights into action.
• Identify opportunities to automate the customer journey and reduce manual work.
• Work closely with Product to turn customer insights into input for product and customer experience evolution.
• Build strong relationships with strategic customers and senior stakeholders.
• Use retention, adoption, customer health and engagement metrics to spot risks and opportunities and improve performance.
• Bring the customer voice into Product, Sales, Marketing and Services.

Required profile

• Experience leading Customer Success, Customer Experience or Customer Services functions in a B2B SaaS (or similar) company.
• Strong product thinking and systems thinking, with a track record of scaling customer support beyond one-to-one interactions.
• Comfortable staying hands-on with key customers and senior stakeholders.
• Strong grasp of SaaS metrics such as retention, churn, adoption and expansion.
• Ability to collaborate across Product, Sales, Marketing and Services.

What we offer

• Stock options package.
• Three paid medical days, health insurance or Stebby compensation (Estonian candidates only), and mental health services.
• Flexible hybrid work, with a preference for a few days a week in the Tallinn or Riga office.
• 28 working days of annual leave plus 1-5 extra holiday days depending on tenure.
• Training, a personal learning budget and unlimited access to Udemy.
• Employee-led initiatives, community events and bi-annual company-wide gatherings.

Candidates apply online in English; the process includes a recruiter screening call, interviews with the CEO and the leadership team, and an online cognitive test.