Vice President of Customer Experience

In this role as Vice President of Customer Experience, you will make a huge impact at a high-growth SaaS company working with high-impact nonprofits. You'll report directly to the COO and manage our success & implementations teams to deliver business outcomes and project manage key initiatives. You will define the processes and steps for creating, managing, and ultimately delivering the Humanitru customer journey and experience. It is expected that you will build a customer-centric culture on the Customer Experience team. Communication with internal and external stakeholders to understand pain points and translate them into process and product improvements will be required. You'll collaborate with Sales, Marketing, and Product teams to align strategy, research industry trends, competitor offerings, and emerging technologies relevant to nonprofit technology and customer experience departments. This role involves managing a pod model of customer success managers, overseeing feature launch strategies, and planning budgets, staffing, and expense priorities. You will drive long term customer loyalty and business growth and monitor customer health metrics, analyze usage patterns, and generate reports to identify trends and inform strategic decisions.