Director Of Customer Experience - Remote Eligible

Director Of Customer Experience

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 record—and 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 journey—from 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

• Own renewal and upsell revenue targets; partner closely with Sales and Product to uncover opportunities
• Design and execute processes for scaling high-margin services and increasing customer lifetime value
• Create services packaging/pricing frameworks to drive recurring services revenue
• Plan and manage the full customer experience budget, working closely with the CFO to track spend, forecast needs, and ensure fiscal responsibility

Process, Data, and Systems

• Define and optimize handoff workflows between Sales → Onboarding → Support/CS
• Champion instrumentation across the customer journey (e.g., product usage data, onboarding time, health scores)
• Identify and fill gaps in tooling, playbooks, and documentation to ensure operational excellence
• Partner with Product and Engineering to advocate for customer needs based on usage and feedback data

What We're Looking For

• Experience:
• 7+ years leading customer-facing functions in enterprise or mid-market B2B SaaS
• Experience with complex onboarding processes and multi-module enterprise software
• Proven success driving customer outcomes across onboarding, support, and customer success
• Experience with API-based products and managing teams that do technical service work (ideal but not required)
• Leadership:
• Track record of building high-performing teams and scaling customer orgs
• Self-starter who thrives in a fast-paced, ambiguous environment
• Collaborative leadership style with strong cross-functional communication skills
• Mindset & Skills:
• Deep empathy for customers and a passion for improving their experience
• Data-driven approach; comfortable using metrics and KPIs to drive performance
• Bias toward action, operational rigor, and continuous improvement

Why Join Us?

• Join a mission-driven, profitable SaaS company serving purpose-led organizations
• Play a central leadership role with direct impact on retention and revenue
• Work alongside a team of experienced engineers, product thinkers, and entrepreneurs
• Competitive compensation, bonus opportunities, and equity package
• Flexible, remote-first environment