Papaya Global
VP Customer Experience
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Papaya Global
Papaya Global is a rapidly growing, award-winning B2B tech unicorn with an ambitious mission to revolutionize the payroll & payments industry. With over $400M raised from multiple tier-one investors, our innovative technology provides a comprehensive solution for managing global workforces, encompassing everything from hiring and onboarding to managing and paying employees in over 160 countries.
We're looking for a VP of Customer Experience
We're looking for a VP of Customer Experience to lead and shape the end-to-end customer services organization, from the moment a customer begins their journey with Papaya through onboarding, implementation, and ongoing service.
Reporting directly to the COO
Reporting directly to the COO, you will lead Project Managers and Implementation Managers, while owning three critical areas of the customer journey: customer experience and service quality, customer onboarding and delivery, and operational oversight of strategic customers.
This is a highly strategic and hands-on leadership role, combining customer-facing leadership, operational excellence, people management, and a strong commercial mindset. You will be responsible for defining how we measure and improve customer experience, building scalable delivery processes, and ensuring our most strategic customers receive a high-quality, coordinated service across the organization.
Key Responsibilities
- Own the customer experience strategy across the services organization, defining the KPIs, processes, and mindset required to continuously improve customer satisfaction, engagement, and retention.
- Establish and drive a data-driven customer experience framework, identifying the right metrics and translating customer feedback and operational data into actionable improvements.
- Maintain a strong connection with customers, including meeting directly with strategic customers and gathering first-hand feedback to understand their needs, pain points, and expectations.
- Own the customer onboarding and implementation organization, overseeing the end-to-end delivery of customer projects and ensuring a consistent, scalable, and high-quality onboarding experience.
- Lead and develop approximately 50 Project Managers and Implementation Managers, building a strong, accountable, and customer-centric organization.
- Own the operational delivery of strategic customers, ensuring effective coordination across Implementation, Project Management, and other operational stakeholders.
- Partner closely with Account Management to ensure strategic customers receive a seamless experience across relationship management and operational delivery.
- Drive operational excellence by establishing scalable processes, clear ownership models, and best practices across the customer services organization.
- Own and improve retention-related KPIs, identifying opportunities to reduce churn, increase customer value, and contribute directly to revenue growth.
- Partner with senior leadership across the company to continuously improve the customer journey and translate customer needs into organizational and operational priorities.
- Leverage AI, automation, and technology to improve service quality, operational efficiency, and the scalability of the customer experience organization.
- Build and develop a high-performing leadership organization, fostering accountability, customer obsession, and continuous improvement.
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Requirements
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- 10+ years of experience in customer-facing roles, with significant experience managing complex enterprise customers.
- 10+ years of people management experience, including leading large, multi-layered customer-facing or delivery organizations.
- Proven experience leading Customer Success, Professional Services, Delivery, Implementation, or similar organizations in a high-growth environment.
- Strong experience working with enterprise and strategic customers, with the ability to build trusted relationships with senior stakeholders.
- Experience in a hyper-growth technology company; experience in a more structured organization with established processes and operational methodologies is a strong advantage.
- Experience in FinTech, Payments, Payroll, or a related B2B technology environment is a strong advantage.
- Strong operational and process-oriented mindset, with the ability to build scalable processes while maintaining a high level of customer focus.
- Data-driven decision maker who is comfortable defining KPIs, analyzing performance, and using data to drive organizational improvements.
- Strong commercial and revenue mindset, with experience owning or influencing retention, customer value, and revenue-related KPIs.
- Excellent communication and executive-level customer management skills.
- AI mindset — actively explores and adopts AI and automation to improve customer experience, service quality, and operational efficiency.
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