Charted (formerly SquareWorks)
Charted is a fast-growing B2B SaaS company transforming how mid‑market finance teams operate through NetSuite‑native finance automation. Its AP Automation Suite lives entirely inside NetSuite, eliminating the need for integrations and delivering a huge value add to NetSuite users looking to simplify, instead of adding to their tech stack. Thousands of NetSuite users use and trust Charted to help automate their Procure‑to‑Pay process.
The company is entering a new phase of scale: expanding globally, deepening its partner ecosystem, and investing heavily in customer experience. To drive this next chapter, we’re hiring an experienced
VP of Customer Experience
to lead and unify its post‑sales organization.
About the Role The
VP of Customer Experience
will own everything that happens after a customer signs: onboarding, go‑live, customer success, retention, expansion, and long‑term advocacy.
Key Responsibilities
Customer Success
(retention, adoption, expansion)
Software Implementations
(delivery, quality, timelines)
Software Support
(responsiveness, NPS)
Expansion Sales
(upsell + cross‑sell across our AP Suite and new products)
Churn Ownership
(partnering with Product on product‑related drivers)
This leader must know the NetSuite ecosystem, understand the nuances of ERP‑native SaaS, and have the experience of building or scaling a high‑performing Customer Experience function at a growth‑stage B2B SaaS company.
Customer Success & Retention
Own Net Revenue Retention (NRR), Gross Retention, and Expansion targets
Lead a Customer Success organization responsible for Expansion sales, health scores, renewal forecasting, and risk mitigation
Build a proactive engagement model tailored to customer segment, complexity, and AP maturity
Develop executive‑ready reporting for churn, expansion, adoption, and product insights
Partner with Product to address feature gaps, product‑driven churn, and roadmap prioritization
Implementation Delivery
Oversee all software implementation projects and ensure predictable, high‑quality go‑lives
Standardize implementation playbooks, handoff processes, and timeline expectations
Improve delivery accuracy, reduce delays, and ensure success metrics are met for every implementation
Partner with Sales to set proper scoping and expectations during pre‑sales
Software Support
Own the support organization, including SLA compliance, severity triage, customer communication, and escalation paths
Advance our Support operating model, including integrations between HappyFox and Jira
Reduce time‑to‑resolution and increase support‑driven customer satisfaction
Build scalable Tier 1/Tier 2/Tier 3 structures to support growth
Partner with Engineering and Product to manage handoffs effectively for Tier 2‑3 incidents
Own responsibility for cross‑sell and upsell within the customer base
Partner with Product Marketing and Sales to craft expansion playbooks for AP Automation, including Payments
Develop compensation/commission alignment across CS + Sales for expansion motions
Report expansion pipeline and forecasts to the CEO and Revenue leaders
Customer Experience Strategy
Build the long‑term CX strategy for Charted as we scale into the UK and beyond
Create a unified post‑sales operating model across Success, Implementation, and Support
Help define the customer segmentation framework and renewal/expansion motions
Drive customer community, webinar series, and partner enablement around customer lifecycle
Lead, mentor, and grow a team across multiple functions
Build high‑performance targets, scorecards, and process rigor
Foster a culture of ownership, quality, customer empathy, and continuous improvement
Collaborate closely with Product, Engineering, Sales, and Partnerships on cross‑functional initiatives
What We’re Looking For Experience & Skills
10+ years in B2B SaaS leadership roles across Customer Success, Implementations, Support, or Professional Services
5+ years managing managers; experience leading multi‑disciplinary CX organizations
Deep knowledge of the NetSuite ecosystem
Proven track record owning retention, churn, and expansion numbers
Experience running software implementation or onboarding programs, ideally ERP or financial automation
Strong operational and analytical capabilities (forecasting, KPIs, segmentation, dashboards)
High comfort managing escalations, difficult customer conversations, and complex accounts
Ability to partner effectively across Product, Sales, and Engineering
Leadership Qualities
Confident yet low‑ego leadership style
Builder mindset: enjoys designing new programs and scaling them
Excellent communication and executive presence
Customer‑obsessed and process‑driven
Thrives in a fast‑paced, high‑accountability environment
Nice to Have
Experience with AP Automation, or Financial Operations tools
Experience with international expansion (UK/EU preferred)
Background in a NetSuite partner, financial automation vendor, or ERP‑native software company
What We Offer
Competitive executive compensation package with bonus
Medical, dental, and vision coverage
Unlimited PTO
Home office reimbursement
Annual offsites and leadership summits
Why Join Charted? This is a rare chance to lead the entire customer experience at a company undergoing major growth, expanding internationally, releasing new product suites, and transforming how mid‑market finance teams operate.
You’ll work with a collaborative, low‑ego team that values excellence, ownership, and craft. You’ll shape how we deliver value at scale and play a pivotal role in achieving our long‑term mission to elevate finance teams everywhere.
#J-18808-Ljbffr
The company is entering a new phase of scale: expanding globally, deepening its partner ecosystem, and investing heavily in customer experience. To drive this next chapter, we’re hiring an experienced
VP of Customer Experience
to lead and unify its post‑sales organization.
About the Role The
VP of Customer Experience
will own everything that happens after a customer signs: onboarding, go‑live, customer success, retention, expansion, and long‑term advocacy.
Key Responsibilities
Customer Success
(retention, adoption, expansion)
Software Implementations
(delivery, quality, timelines)
Software Support
(responsiveness, NPS)
Expansion Sales
(upsell + cross‑sell across our AP Suite and new products)
Churn Ownership
(partnering with Product on product‑related drivers)
This leader must know the NetSuite ecosystem, understand the nuances of ERP‑native SaaS, and have the experience of building or scaling a high‑performing Customer Experience function at a growth‑stage B2B SaaS company.
Customer Success & Retention
Own Net Revenue Retention (NRR), Gross Retention, and Expansion targets
Lead a Customer Success organization responsible for Expansion sales, health scores, renewal forecasting, and risk mitigation
Build a proactive engagement model tailored to customer segment, complexity, and AP maturity
Develop executive‑ready reporting for churn, expansion, adoption, and product insights
Partner with Product to address feature gaps, product‑driven churn, and roadmap prioritization
Implementation Delivery
Oversee all software implementation projects and ensure predictable, high‑quality go‑lives
Standardize implementation playbooks, handoff processes, and timeline expectations
Improve delivery accuracy, reduce delays, and ensure success metrics are met for every implementation
Partner with Sales to set proper scoping and expectations during pre‑sales
Software Support
Own the support organization, including SLA compliance, severity triage, customer communication, and escalation paths
Advance our Support operating model, including integrations between HappyFox and Jira
Reduce time‑to‑resolution and increase support‑driven customer satisfaction
Build scalable Tier 1/Tier 2/Tier 3 structures to support growth
Partner with Engineering and Product to manage handoffs effectively for Tier 2‑3 incidents
Own responsibility for cross‑sell and upsell within the customer base
Partner with Product Marketing and Sales to craft expansion playbooks for AP Automation, including Payments
Develop compensation/commission alignment across CS + Sales for expansion motions
Report expansion pipeline and forecasts to the CEO and Revenue leaders
Customer Experience Strategy
Build the long‑term CX strategy for Charted as we scale into the UK and beyond
Create a unified post‑sales operating model across Success, Implementation, and Support
Help define the customer segmentation framework and renewal/expansion motions
Drive customer community, webinar series, and partner enablement around customer lifecycle
Lead, mentor, and grow a team across multiple functions
Build high‑performance targets, scorecards, and process rigor
Foster a culture of ownership, quality, customer empathy, and continuous improvement
Collaborate closely with Product, Engineering, Sales, and Partnerships on cross‑functional initiatives
What We’re Looking For Experience & Skills
10+ years in B2B SaaS leadership roles across Customer Success, Implementations, Support, or Professional Services
5+ years managing managers; experience leading multi‑disciplinary CX organizations
Deep knowledge of the NetSuite ecosystem
Proven track record owning retention, churn, and expansion numbers
Experience running software implementation or onboarding programs, ideally ERP or financial automation
Strong operational and analytical capabilities (forecasting, KPIs, segmentation, dashboards)
High comfort managing escalations, difficult customer conversations, and complex accounts
Ability to partner effectively across Product, Sales, and Engineering
Leadership Qualities
Confident yet low‑ego leadership style
Builder mindset: enjoys designing new programs and scaling them
Excellent communication and executive presence
Customer‑obsessed and process‑driven
Thrives in a fast‑paced, high‑accountability environment
Nice to Have
Experience with AP Automation, or Financial Operations tools
Experience with international expansion (UK/EU preferred)
Background in a NetSuite partner, financial automation vendor, or ERP‑native software company
What We Offer
Competitive executive compensation package with bonus
Medical, dental, and vision coverage
Unlimited PTO
Home office reimbursement
Annual offsites and leadership summits
Why Join Charted? This is a rare chance to lead the entire customer experience at a company undergoing major growth, expanding internationally, releasing new product suites, and transforming how mid‑market finance teams operate.
You’ll work with a collaborative, low‑ego team that values excellence, ownership, and craft. You’ll shape how we deliver value at scale and play a pivotal role in achieving our long‑term mission to elevate finance teams everywhere.
#J-18808-Ljbffr