Senior Vice President of Customer Experience

Senior Vice President of Customer Experience About the Company An innovative provider of association management software (AMS) solutions in the computer software industry since 2019, with a dedicated team of 11-50 employees. About the Role We are seeking a dynamic Senior Vice President of Customer Experience to lead our post-sale customer journey. This essential role encompasses managing four key departments: onboarding, support, customer success, and ongoing services. The ideal candidate will ensure customers are effectively set up for success and receive the necessary support to derive maximum value from our platform. Your key responsibilities will include: Developing and executing a comprehensive customer experience strategy. Owning critical customer metrics and striving for continuous improvement. Collaborating with sales and product teams to drive revenue growth through renewals and upsells. Building high-performing teams and scaling our customer organizations. Championing customer needs and promoting operational excellence through key performance indicators. The ideal candidate will have: A minimum of 7 years of experience leading customer-facing functions within the B2B SaaS industry. A strong background in customer outcomes, including onboarding, support, and customer success. Experience with complex onboarding processes and multi-module enterprise software. A collaborative, data-driven, and action-oriented mindset. Empathy for customers and a passion for enhancing their experience. This role will report directly to the CEO and requires minimal travel (less than 10%).