Vice President of Customer Experience

Vice President of Customer Experience
Maas Energy Works
United States · Remote
Full-time · Executive
About the Role
We are seeking an experienced Vice President of Customer Experience to lead customer engagement, relationship management, and service improvement initiatives across our renewable energy business.
This position will focus on strengthening relationships with customers, agricultural partners, project stakeholders, and other business partners while ensuring a consistent and professional experience throughout every stage of engagement.
The Vice President of Customer Experience will work closely with executive leadership, business development, project development, engineering, and operations teams to improve communication, address customer needs, and build long-term partnerships.
We are looking for a leader who understands that strong customer relationships are built through clear communication, reliable execution, and consistent follow-through. The ideal candidate will bring extensive leadership experience, strong business judgment, and a practical approach to improving customer satisfaction and organizational performance.
Key Responsibilities
Develop and implement customer experience strategies aligned with the company's long-term business objectives.
Oversee customer engagement, relationship management, and service improvement initiatives.
Establish consistent customer communication and service standards across business functions.
Build and maintain strong relationships with customers, agricultural operators, project partners, and key stakeholders.
Improve the customer and partner experience throughout project development, implementation, and ongoing operations.
Partner with business development teams to support customer retention and long-term commercial relationships.
Collaborate with engineering and operations teams to improve project communication and service delivery.
Establish customer onboarding procedures and structured engagement processes.
Develop customer satisfaction metrics, feedback systems, and performance reporting.
Identify service gaps and implement practical improvements to customer-facing processes.
Oversee customer issue resolution and ensure concerns are addressed in a timely and professional manner.
Support executive-level customer relationships and strategic account engagement.
Coordinate cross-functional teams to ensure consistent customer experiences.
Develop processes for managing customer expectations, project updates, and ongoing communication.
Analyze customer feedback and recommend improvements to business processes and service quality.
Identify opportunities to improve customer engagement through digital tools and CRM systems.
Work with leadership to strengthen customer-focused organizational practices.
Build, mentor, and manage customer experience and relationship management teams.
Monitor customer experience performance and provide regular updates to executive leadership.
Support customer experience initiatives associated with new projects, market expansion, and strategic partnerships.
Qualifications
15+ years of progressive experience in customer experience, customer success, client services, relationship management, or related fields.
Significant leadership experience as a Vice President of Customer Experience, Vice President of Customer Success, Senior Director of Customer Experience, or comparable senior executive.
Experience within renewable energy, energy infrastructure, utilities, industrial services, or complex B2B environments is highly desirable.
Demonstrated success developing and implementing customer experience strategies.
Strong understanding of customer relationship management, service delivery, and stakeholder engagement.
Proven ability to manage complex customer relationships and long-term business partnerships.
Experience leading customer-facing teams and cross-functional organizational initiatives.
Strong knowledge of customer satisfaction measurement, customer retention, and service performance improvement.
Experience working closely with business development, engineering, operations, and project management teams.
Familiarity with CRM systems, customer analytics, and digital engagement platforms.
Excellent leadership, communication, problem-solving, and relationship management skills.
Ability to manage geographically distributed teams and collaborate effectively in a remote environment.
Bachelor's degree in business administration, communications, marketing, management, or a related discipline.
MBA or another relevant advanced qualification is preferred.
Preferred Experience
Customer experience leadership within renewable energy, biogas, or renewable natural gas organizations.
Experience working with agricultural businesses, energy companies, or infrastructure project stakeholders.
Background in enterprise customer relationship management and strategic account engagement.
Experience improving customer communication across complex project development and operational processes.
Familiarity with customer satisfaction metrics, CRM systems, and service performance analytics.
Experience leading customer-focused organizational improvement initiatives.
Demonstrated success strengthening customer satisfaction, retention, and long-term commercial relationships

Work arrangement
Yes