VP Customer Experience

Decisions is the #1 AI-powered meeting management system in Microsoft Teams, helping the world's largest organizations turn meetings into results. From management committees to project teams, Decisions structures meeting context, records outcomes, and automates workflows.

We're now looking for a hands-on VP Customer Experience to lead our international team of 8 customer success managers and shape how our customers experience using Decisions - from first onboarding throughout the whole customer life cycle.

Your Role

You'll be responsible for renewals, upsell, and churn prevention. Your job is to make sure every customer, from a single leadership team to a global enterprise rollout, gets measurable value from Decisions, and to shape the customer journey together with Product, Marketing, and Engineering. You lead from the front: coaching your team, sitting in on the big customer conversations when necessary, and building the systems and automations that let 8 people deliver lean and efficiently where we need humans and let automation do the rest. You will be part of the Management Team and report to the CEO.

What You will Do

• Lead, coach, and develop an international Customer Success team of 8; be hands-on and coach the team on how organizations work and how their meetings actually run

• Own renewals, upsell, and churn prevention; you're accountable for retention and expansion revenue

• Shape the customer journey together with Product, Marketing, and Engineering: onboarding, adoption, expansion, and renewal, and continuously improve it based on data and insight

• Build and automate CS processes and customer journeys using AI and modern tooling, so the team scales without scaling headcount linearly

• Define and track the metrics that matters: adoption, health, retention, expansion, and time-to-value

• Represent the voice of the customer in leadership discussions, reporting directly to the CEO

You and your Background

• 5+ years in customer-facing roles — customer success, customer experience, product development, consulting, or other commercial roles — ideally in B2B SaaS, including experience from leading a team

• Experienced and passionate leader who can set a clear direction and help the employees thrive and grow and manage the team in the set direction.

• A commercial track record: you have owned renewals, upsell, and churn prevention and hit the goals

• Experience working with large enterprises: you understand their structures, needs, stakeholders, and decision-making, and how meetings are run inside them

• Strong technical competence; the ability to design and automate CS processes yourself using AI and modern tooling and you use AI actively in your own work. You understand how AI products create value

• Deep understanding of customer journeys and proven ability to develop them together with product, marketing, and engineering

• Strong customer communication skills: you build trust with customer stakeholders, handle difficult messages and escalations with confidence, and create content to customer dialogues

• Experience from a scale-up environment, ideally moving CS from a start up to a structured function

• Excellent communication skills in English and professional proficiency in a Scandinavian language or French; comfortable in an international, distributed team

• Knowledge of the Microsoft 365 / Teams ecosystem is a plus

Why Decisions

• Lead Customer Experience at the #1 AI-powered app in Microsoft Teams, used by leadership teams worldwide

• Real influence: you report to the CEO and your insights shape the product

• An ambitious, international team that values collaboration

• Flexibility: work from our office in Oslo or remotely

• Competitive compensation and room to grow with the company

• A product customers genuinely love — you'll build on strength, not fight churn fires

Ready to shape how the world’s biggest organizations meet? Apply now! We review applications continuously.