Vice President, Customer Experience

Job Description: Vice President, Customer ExperienceLocation: Remote (Atlanta, GA preferred)Employment Type: Full-timeReports to: CEOIndustry: SaaS / Enterprise Software / ERPCompensation: 150-200k + performance-based bonus + equityAbout Our ClientOur client is a fast-growing SaaS company that builds powerful, vertically integrated ERP software for mid-sized associations. Their platform spans a broad array of modules and functionalities, supporting everything from membership management to events, finance, content, and reporting. Their customers rely on the company as their system of record—and onboarding, ongoing support, and long-term success are mission-critical to the company's growth.

About The RoleOur client is seeking a Vice President of Customer Experience to lead and scale their 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 customers are set up for success, supported when needed, and consistently achieving value on the platform. What You'll OwnLeadership & StrategyLead and grow a high-performing team across four functions:

Onboarding – requirements gathering, configuration, data migration, custom developmentSupport – ticket triage, technical issue resolutionCustomer Success – renewals, upsells, relationship management, QBRsOngoing 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 enthusiastic advocates.

Own key customer metrics (NPS, retention, time-to-value, support SLAs) and report performance to the executive teamRevenue & Operational ResponsibilityOwn renewal and upsell revenue targets; partner closely with Sales and Product to uncover opportunitiesDesign and execute processes for scaling high-margin services and increasing customer lifetime valueCreate services packaging/pricing frameworks to drive recurring services revenuePlan and manage the full customer experience budget, working closely with the CFO to track spend, forecast needs, and ensure fiscal responsibilityProcess, Data, and SystemsDefine and optimize handoff workflows between Sales → Onboarding → Support/CSChampion 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 excellencePartner with Product and Engineering to advocate for customer needs based on usage and feedback dataWhat They're Looking ForExperience: 7+ years leading customer-facing functions in enterprise or mid-market B2B SaaSExperience with complex onboarding processes and multi-module enterprise softwareProven success driving customer outcomes across onboarding, support, and customer successExperience 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 orgsSelf-starter who thrives in a fast-paced, ambiguous environmentCollaborative leadership style with strong cross-functional communication skillsMindset & Skills: Deep empathy for customers and a passion for improving their experienceData-driven approach; comfortable using metrics and KPIs to drive performanceBias toward action, operational rigor, and continuous improvementWhy Join the Company?Join a mission-driven, profitable SaaS company serving purpose-led organizationsPlay a central leadership role with direct impact on retention and revenueWork alongside a team of experienced engineers, product thinkers, and entrepreneursCompetitive compensation, bonus opportunities, and equity packageFlexible, remote-first environmentNote:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS. ”