SVP, Customer Experience

New

ApartmentIQPropTech, MarTech

U.S. from coast to coastFull-TimeExecutive

Salary not disclosed

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Job Details

Experience: 8+ years

Requirements

8+ years of customer-facing leadership experience in SaaS in a relevant growth stage
Deep experience implementing CS technologies and AI-powered solutions to reimagine workflows
Proven experience leading post-sale functions, CS, support, and implementation in a high-growth environment
Expertise in hiring, developing, and scaling high-performing teams across remote and hybrid environments
Experience with customer lifecycle analytics, CS tooling, and support automation strategies
Demonstrated ability to operationalize complex programs while maintaining focus on mission-critical execution
Ability to communicate effectively with both technical and operational stakeholders
Strategic operator capable of balancing big-picture planning with detail-level, hands-on building approach
Data-driven leader with exceptional analytical skills and the ability to translate insights into actionable strategies
A natural leader who creates loyalty and trust and can energize people and teams
Strong communicator and empathetic leader who can drive cross-functional alignment and execution
Bachelor’s degree or equivalent experience required
MBA preferred

Responsibilities

Bring an innovative, AI-first thought process to the customer experience organization.
Design customer-centric processes that leverage AI for scalable, automated programs.
Lead and scale all post-sale customer-facing functions: customer success, customer support, and onboarding/implementation.
Build a world-class customer experience that enables rapid time-to-value, drives platform adoption, and ensures long-term retention and satisfaction.
Implement a tiered customer engagement model that reflects agency size, complexity, and use case diversity.
Establish and track key performance indicators (KPIs), including GRR, NRR, CSAT, time-to-value, etc.
Implement scalable systems, tools, reporting, and processes with a focus on operational rigor and efficiency.
Design customer health frameworks, account plans, and success playbooks to proactively manage risk and drive expansion.
Serve as a strategic advisor to customers and internal stakeholders, representing the voice of the customer.
Ensure that customers realize value as quickly as possible and maintain high satisfaction levels throughout their lifecycle.
Champion the voice of the customer within the organization to enhance customer experience and outcomes.
Create feedback loops with the Product team to inform roadmap priorities based on customer experience.
Foster a culture of operational rigor, accountability, and mission-driven customer partnership.

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