Vice President, Customer Experience

Vice President, Customer Experience

Vice President, Customer Experience Location : Remote (Atlanta, GA preferred) Employment Type : Full-time Reports to : CEO Industry : SaaS / Enterprise Software / ERP Compensation : 150-200k + performance-based bonus + equity

About Us

We're a fast-growing SaaS company that builds powerful, vertically integrated ERP software for mid-sized associations. Our platform spans a broad array of modules and functionalities, supporting everything from membership management to events, finance, content, and reporting. Our customers rely on us as their system of recordand onboarding, ongoing support, and long-term success are mission-critical to our growth. We are seeking a Vice President of Customer Experience to lead and scale our entire post-sale customer journeyfrom onboarding through renewal. You will be responsible for four core departments : Onboarding, Support, Customer Success, and Ongoing Services. Your mandate : ensure our customers are set up for success, supported when needed, and consistently achieving value on our platform.

What You'll Own

Leadership & Strategy

• Lead and grow a high-performing team across four functions :
• Onboarding requirements gathering, configuration, data migration, custom development
• Support ticket triage, technical issue resolution
• Customer Success renewals, upsells, relationship management, QBRs
• Ongoing Services post-go-live custom work (CMS, API integrations, data mapping, etc.)
• Build and execute a customer experience strategy that increases retention, drives upsells, and creates raving fans
• Own key customer metrics (NPS, retention, time-to-value, support SLAs) and report performance to the executive team

Revenue & Operational Responsibility

Process, Data, and Systems

What We're Looking For

Why Join Us?