Vice President of Client Experience

At Scorpion, we believe exceptional client experiences do not happen by accident. They are intentionally designed, continuously improved, and deeply rooted in how teams work together. The Client Experience team exists to elevate and scale those experiences across every stage of the client journey.

Deadline to apply:  March 23rd, 2025

As Vice President of Client Experience, you will shape how clients experience Scorpion from day one through long term partnership. You will identify the moments that build trust, remove friction between teams, and create clear ownership so clients experience consistency and care at every step. This role is about turning client insight into action and helping the organization operate as one connected, client focused system.
Reporting to the Chief People Officer, you will lead a high performing Client Experience team while partnering closely with leaders across Sales, Account Management, Product, Marketing, People, and Operations. You will influence how teams collaborate, set enterprise wide experience standards, and build practical tools and feedback loops that drive real behavior change.

• Stay closely connected to client experiences through review of sales handoffs, onboarding conversations, business reviews, escalations, written communications, and feedback channels.
• Identify patterns across client feedback, satisfaction metrics, reviews, and support interactions.
• Build scalable ways to capture, analyze, and act on feedback to continuously improve the client journey.
• Translate insights into clear, measurable improvements that strengthen trust and long term outcomes.

• Define and lead the enterprise wide client experience vision and roadmap.
• Design and continuously improve the end to end client journey across segments and lifecycle stages.
• Establish clear experience standards aligned with Scorpion’s brand promise and value proposition.
• Develop practical playbooks and frameworks that support consistency while allowing flexibility for client needs.

• Identify friction points and opportunities across onboarding, engagement, renewal, and growth stages.
• Lead cross functional initiatives that improve the client experience and strengthen long term partnerships.
• Implement scalable systems that balance consistency with personalization.

• Own key client experience outcomes, including retention, renewal, expansion, client health, and satisfaction metrics.
• Build visibility through clear dashboards and shared metrics that support informed decision making.
• Partner with leaders to address systemic challenges and improve performance across the client journey.

• Partner closely with Sales, Account Management, Product, Marketing, and Operations to create a connected client experience.
• Ensure alignment between business strategy and experience delivery.
• Influence service models and priorities based on client and field insights.
• Embed client focused thinking into planning, decision making, and day to day operations.

• Build and lead a high performing Client Experience team that combines strategy, analysis, and enablement.
• Ensure the team remains connected to real client experiences through regular exposure and learning.
• Coach and influence leaders across the organization to deliver consistent client value.
• Foster a culture of collaboration, accountability, and continuous improvement.

• Education
  • Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience.
  • Advanced degrees such as a Master of Business Administration, Human Centered Design, Organizational Leadership, or related fields are valued. 
•  Experience
  • 10+ years of experience leading client experience or customer lifecycle strategy within complex, cross functional organizations.
  • 5+ years of experience leading and developing high performing CX focused teams within complex organizations.
  • Deep experience operating and improving client facing functions such as Customer Success, Account Management, or Professional Services within complex organizations.
• Skills
  • Ability to synthesize complex information and present clear, compelling recommendations that drive enterprise level decisions.
  • Track record of defining and scaling client experience frameworks that influence how distributed teams operate and deliver value.
  • Proven ability to influence senior leaders and drive enterprise alignment around shared client experience outcomes.
  • Ability to translate client insight into strategic narratives that influence decision making and drive enterprise action.

• Winning Mindset:  When our clients win, we win.
• Genuine Care:  We only succeed when we are truly invested in our clients and each other.
• Unmatched Results:  We deliver more than expected–and then some–driving the best results and impacting lives.
• Constant Improvement:  We believe there is always a better way. We learn we ask “What if?” we build and then do it again.
• Unbeatable Teamwork:  We come from different backgrounds but have the same vision. We only get there by doing it together, as a team.

• Leads from the front:  Rolls up their sleeves to solve problems; Has an open door; Leads by example
• Empowers their teams to hit their goals:  Clears the path; Provides the right resources; Coaches and develops
• Builds trust: Has self-awareness and high EQ; Shares transparently; Does what they say, consistently
• Communicates effectively:  Shares their vision; Gives and seeks feedback; Share necessary information quickly
• Motivates & Inspires:  Celebrates wins; Brings people along; Gets people excited about the work
• Makes their team an exciting place to be:  Engages the whole team; Builds unity and togetherness; Creates a positive atmosphere

We acknowledge that states have passed legislation promoting pay transparency. As a national employer, Scorpion has made the decision to post our expected pay rate or pay range (as applicable) in all our job postings, regardless of geographic location.

• The base salary range is $220,000 (entry-level) - $250,000 (highly experienced), exclusive of fringe benefits. If you are hired at Scorpion, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. Additionally, we believe in the importance of pay equity and consider the internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the total salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. 
• The compensation package may also include incentive compensation opportunities in the form of discretionary bonuses or commissions.