VP of Client Experience

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VP of Client Experience

role at

KWI .

As the VP of Client Experience, you are responsible for orchestrating the entire customer success function, ensuring customers are satisfied, achieve desired outcomes, and contribute to the company's growth.

Company

We are a small team with a big vision : to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, Bluemercury, Tom Ford and many other globally recognizable brands.

Core Competencies

Relationship Building :

Build immediate rapport, even when facing difficult or tense situations.

Adaptability :

Adapt approach and demeanor in real time to match shifting demands.

Manages Complexity :

Make sense of complex, high‑quantity, sometimes contradictory information to solve problems.

Accountability :

Establish clear responsibilities and processes for monitoring work and measuring results.

Impact

Build and maintain strong strategic relationships with key decision makers and become a trusted advisor to clients.

Develop and execute comprehensive strategies to achieve proactive positive client relationships and drive growth.

Lead, motivate, and mentor the client success team, fostering a high‑performance culture.

Drive customer adoption of our offerings by providing training, resources, and support.

Conduct regular check‑ins with clients to ensure satisfaction and needs are met.

Provide reports and updates to executive leadership with insights and recommendations.

Ensure alignment between customer success and broader organizational strategy.

Collaborate with cross‑functional teams to ensure seamless service delivery, onboarding, and problem resolution.

Represent the company at industry events, conferences, and networking opportunities.

Support and build a best‑in‑class client services team by creating processes, training, and launching new initiatives.

Collaborate with Sales, Product, Development on strategic initiatives and client requests, influencing roadmap.

Oversee and align support services with company goals and customer needs.

Set clear expectations and objectives for help desk and support managers.

Facilitate collaboration between help desk and support teams across all touchpoints.

Requirements

Bachelor’s Degree in Business or related field preferred.

8+ years of leadership experience in customer success or related function.

5+ years’ experience building relationships with executives with company‑level decision‑making authority.

5+ years’ experience with B2B software companies.

Experience within the retail industry highly preferred.

Proven problem‑solving and decision‑making skills, thinking strategically and finding innovative solutions.

Bias toward action and comfortable with ambiguity; creative, can‑do mindset.

Highly skilled at presenting in large groups, in‑person and virtually, and managing challenging or escalated client situations.

Excellent critical thinking skills; able to convey technical or nuanced information clearly.

Experience implementing internal processes for cross‑functional teams to deliver on customer needs.

Benefits

Full Medical, Dental and Vision coverage.

Free gym in the building.

Generous PTO policy.

Summer Fridays all year round.

Tuition Reimbursement.

Discount at building café.

401(k) with 50% company match (up to 6% of employee contribution).

Employee Referral Program.

1 volunteer day each year.

Hybrid schedule : Monday, Tuesday, Thursday in office; Wednesday, Friday remote.

Diversity & Inclusion

At KWI, we create an environment where no individual is advantaged or disadvantaged because of background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status. Harassment is prohibited and we respect cultural diversity.

Employment Details

Seniority level : Mid‑Senior level.

Employment type : Full‑time.

Job function : Product Management, Consulting, and Customer Service.

Industries : Software Development and Retail.

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