Vice President of Client Experience
About Us
Scorpion is the leading provider of technology and services helping local businesses thrive. We do this by helping customers understand local market dynamics, make the most of their marketing, and deliver experiences their customers will love. We offer tools to know what’s going on with marketing, competitors, and customers. We offer a unique blend of AI support and teams of real human people with local expertise committed to customer success. At Scorpion, we are ready to do whatever it takes to help our clients reach their goals. Our technology and personalized tools bring everything together to help local businesses easily understand their unique business, market, and customer needs. We put SEO, Reviews, Advertising, Email Marketing, Chat and Messaging, Social Media, Website, Lead Management, Appointment Scheduling, and more to work for local businesses. We’re a technology-led service with a human touch.
About the Role
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.
Deadline to apply: March 23rd, 2025
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.
This is a highly visible leadership role for someone who enjoys building, improving, and challenging the status quo in service of a better experience for both clients and teams. You are curious, collaborative, and energized by bringing people together around a shared vision.
If you are passionate about creating meaningful client impact, building inclusive teams, and shaping how an organization shows up for its clients, we would love to hear from you.
What Your Success Will Look Like
Voice of the Client
- 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.
Client Experience Strategy and Journey Design
- 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.
Lifecycle Optimization and Continuous Improvement
- 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.
Metrics and Accountability
- 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.
Cross Functional Leadership
- 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.
Team Leadership
- 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.
Who You Are And What You Bring
- 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.
Our Scorpion Values
- 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.
A Scorpion Leader will lead by example, and this is what it looks like
- 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
Compensation
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.
Our Benefits
We invest in our employees by offering them diverse benefits from best-in-class carriers. These benefits provide enough choice and flexibility to keep our employees and their families healthy and happy—today and tomorrow.
- 100% employer-paid medical, dental, and vision insurance
- Flexible paid time off, so you can rest, relax, and recharge away from work
- Paid parental leave
- Paid cell phone and service
- Remote office allowance
- Professional development and development courses
- Regular manager check-ins to drive performance and career growth through Lattice
Scorpion is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, or physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion.
Scorpion participates in the E-Verify program to confirm employment authorization of all newly hired employees. The E-Verify process is completed during new hire onboarding and completion of the Form I-9, Employment Eligibility Verification, at the start of employment. E-Verify is not used as a tool to pre-screen candidates. For more information on E-Verify, please visit www.uscis.gov.