Vice President of Customer Experience

Maximizer is seeking a dynamic and strategic Vice President of Customer Experience to lead our global post-sales organization, panning Customer Success & Renewals, Professional Services (including implementation, training, and consulting), and Customer Support.This role will be pivotal in shaping and optimizing the end-to-end customer journey, ensuring that every interaction, from onboarding to renewal, drives measurable customer outcomes, adoption, and retention.As a key member of our senior leadership team, you’ll set the vision for a best-in-class customer experience that strengthens loyalty, accelerates product adoption, and fuels sustainable revenue growth.Key Responsibilities Customer Experience Strategy & LeadershipDefine and execute a cohesive customer experience strategy aligned with company goals for retention, adoption, and growth.Lead, develop, and mentor a high-performing team across Customer Success, Renewals, Professional Services, and Support.Serve as the voice of the customer at the executive table, championing improvements to process, product, and culture that enhance satisfaction and value realization.Establish and track key metrics (NPS, CSAT, retention, expansion, time-to-value, support response/resolution) to measure success and drive accountability.Customer Success & RenewalsDrive customer health, renewals, and expansion across the customer base through proactive success management and adoption strategies. Engage with c-suite level customers to help support retention and expansion strategies for key accounts. Partner with Product and Sales to create seamless handoffs and data-driven renewal forecasting.Implement scalable frameworks for segmentation, QBRs, playbooks, and success plans that improve engagement across all customer tiers.Professional Services & ImplementationOversee pre- and post-sales consulting, onboarding, and training functions to ensure rapid time-to-value and strong product adoption.Build repeatable delivery methodologies and profitability targets for the professional services business.Collaborate with Sales and Product teams to define clear scopes of work and customer outcomes.Customer SupportLead the Support organization to deliver world-class service, efficient case resolution, and actionable customer feedback loops.Implement systems, processes, and knowledge management practices that improve self-service and reduce response times.Find additional ways to leverage AI driven solutions that provide quality support while freeing up support team member’s time. Cross-Functional AlignmentPartner with Product, Engineering, and Marketing to translate customer insights into roadmap and enablement priorities.Collaborate with Finance on budgeting, forecasting, and resource planning across CX functions.Support GTM initiatives with customer advocacy, case studies, and reference programs.Qualifications15+ years of progressive leadership experience in Customer Success, Professional Services, or Customer Experience roles within B2B SaaS.Proven success leading multi-disciplinary CX organizations (Success, Services, Support, Renewals) at a scaling or mid-market tech company.Deep understanding of customer lifecycle management, adoption frameworks, and renewal/expansion levers.Strong business acumen with ability to balance customer outcomes and commercial goals.Ability to ravel to customer and trade events. Exceptional people leadership and coaching skills; experience scaling teams through rapid growth.Excellent communication, executive presence, and cross-functional collaboration skills.Familiarity with tools such as CRM technologies, Zendesk, and modern CX tech stacks.Bonus points if you have experience working in the Canadian Financial Services space. Why you should apply:💰 Competitive Salaries with RRSP matching program🏝 Generous paid vacay and sick days💻 A powerful Laptop📚 Budget for courses, books, and personal development❤️ Peer to peer recognition and rewards🍹 Team building events, happy hours, and off-sites🧒🏻 Parental leave benefitsAbout MaximizerMaximizer is a leading Canadian tech company specializing in CRM solutions tailored for Financial Services, including Financial, Wealth, and Insurance Advisors. We are committed to empowering our partners and clients with innovative tools to grow their businesses.Equal Employment Opportunity:If you’re interested in a career with Maximizer CRM and are committed to striving for excellence, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.