Brady Plus

We are searching for a Vice-President of Customer Experience to join our growing team. This role is responsible for driving customer retention, churn reduction, and revenue growth by developing and driving strategic initiatives that enhance customer engagement and long-term value. This position will oversee the Customer Experience associates to include, Customer Success Managers, Inside Sales Representatives, Customer Engagement Specialists and Customer Service Representatives. This role ensures that customers achieve maximum value from the company's solutions wile optimizing cross-sell, upsell, and renewal opportunities through an integrated customer engagement strategy.

This position will ensure seamless collaboration with sales, service, and support teams to maximize customer value, net revenue retention, and mitigate churn risk. Additionally, this role will champion customer feedback programs to drive continuous improvement in products, services, and customer experiences.

Responsibilities Include:

Customer Success Strategy & Leadership:

• Develop and execute a customer success strategy focused on customer satisfaction, retention, expansion and delivering the best customer experience in the industry. 
• Define and track key customer analytics (e.g., NPS, churn rate, expansion revenue and upsell product adoption).
• Drive proactive customer engagement to prevent churn by addressing potential issues before they escalate.
• Develop Customer Success compensation structure, to include competitive incentive pay for Inside Sales Representatives, enhancing customer growth. 

Customer Churn Reduction & Retention Optimization:

• Develop and lead initiatives to identify and mitigate churn risks using predictive analytics and proactive engagement strategies.
• Implement early detection systems to track customer satisfaction and drive intervention tactics.
• Create customer retention programs and targeted outreach strategies to re-engage at-risk accounts.
• Conduct customer exit analysis to understand churn drivers and implement continuous improvements.

Incorporating Customer Feedback & Driving Continuous Improvement:

• Work with Chief of Staff to utilize Voice of the Customer (VoC) survey to inform customer success business strategies.
• Partner with category, marketing, and sales teams to translate customer feedback into actionable improvements.
• Advocate for customer needs across the organization to align strategic initiatives with customer success outcomes.

Inside Sales & Revenue Expansion:

• Develop plan to transition current Customer Service team to a Customer Success model (Customer Enablement Specialists, Customer Service Representatives and Inside Sales Reps).
  1. Design and implement training programs for ISRs to ensure they understand their role, expectations, and best practices for customer engagement.
  2. Develop structured upselling and cross-selling training, providing ISRs with the tools and knowledge to identify and capitalize on opportunities.
  3. Develop sales enablement strategies to ensure ISRs effectively identify growth opportunities within the customer base.
  4. Implement structured sales coaching, pipeline management, and quota-driven strategies for Inside Sales teams.
  5. Align Customer Success with Inside Sales teams to ensure a seamless handoff from relationship management to revenue growth.

Onboarding, Adoption & Value Realization:

• Oversee and optimize the customer onboarding process to accelerate time-to-value.
• Develop training and enablement programs to increase product adoption and customer engagement.

Customer Advocacy & Relationship Management:

• Create and scale customer advocacy programs, including case studies, testimonials, and referral initiatives.
• Develop targeted customer engagement strategies that strengthen relationships and increase loyalty.
• Drive customer appreciation initiatives to deepen engagement and loyalty.

The Ideal Candidate Will Have:

•    A minimum of 15 years of experience in customer success, inside sales, account management or sales leadership. 

•    Bachelor's degree in business, customer experience, sales or related field (MBA preferred). 

•    Proven ability to reduce churn, increase retention, and drive revenue expansion.

•    Expertise in customer segmentation, lifecycle management, and churn mitigation frameworks. 

•    Strong experience with ERP, CRM and Customer Success platforms.

•    Data-driven mindset with expertise in customer satisfaction, predictive analytics, and sales enablement tools. 

•    Exceptional leadership, strategic planning, and relationship management skills. 

•    Must be passionate about customer care excellence. 

• Physical Requirements: While performing the duties of this job, the employee is regularly required to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-person.
• Pre-Employment Screening: Ability to successfully pass job-related pre-employment screenings to include a criminal background check and drug test.

Compensation & Benefits: 

BradyPLUS offers competitive compensation and a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

About BradyPLUS: 

BradyPLUS is a leading national distributor of solutions for JanSan, Foodservice and Industrial Packaging. We deliver the right SUPPLIES + SUPPORT to ensure businesses are more successful every day. We offer premium brands, expert advice, and exceptional customer experience. Our 6,000 associates across 180+ locations have a passion for delivering innovative solutions for the business challenges of today and tomorrow. Together, we serve thousands of customers nationwide in end markets including education, government, healthcare, hospitality, restaurants, building services, food packaging & processing, and grocery.  We strive to be the best employer we can. We value people, we embrace change, and we reach higher. Join us and see what the BUZZ is about! To learn more visit us at www.BradyPLUS.com.

BradyPLUS is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodations to applicants and employees with disabilities.