VP, SmartSimple Client Experience

Job description

What You’ll Do: You'll own SmartSimple's client experience end to end — Professional Services, Support, and Client Success — as its dedicated, product-aligned leader, because SmartSimple's clients need delivery treatment a shared CX organization couldn't prioritize on its own. You'll lead SmartSimple Professional Services delivery quality, methodology, and outcomes, coaching the Professional Services leader directly toward a consistently strong client experience. You'll manage SmartSimple's partner capacity model with ReSolved and Grantbook, turning a current dependency bottleneck into a reliable, planned capacity pipeline. You'll own pricing models and new-service packaging for SmartSimple, making the commercial calls that keep the offering sustainable for Foundant and right-sized for clients. You'll lead SmartSimple's shift to a consultative delivery model — a client-facing implementation methodology, phased prework, and review checkpoints — because how we deliver shapes whether clients actually reach the outcomes they came for. You’ll serve as a thought partner to Sales on large enterprise pursuits, shaping scope, risk, and delivery commitments before signature so that complex deals are won and then delivered well. You’ll rethink SmartSimple’s implementation model, using newer tooling, including AI-assisted and low-code development, to lower our implementation footprint while preserving our ability to deliver complex, highly configured solutions for the clients who need them. You'll unify Professional Services, Support, and Client Success into one coherent SmartSimple client journey, building genuine alignment across the three functions rather than a reporting-line merger on paper. You’ll shape SmartSimple’s support model to serve complex clients well, defining how Support is structured, staffed, and escalated for highly configured, high-stakes implementations, in partnership with its functional leader. You'll build out and lead SmartSimple's Client Success function, partnering with its functional leader to define how the team operates and scales. Other duties as assigned. What You’ll Need: 10+ years of experience leading enterprise-level Professional Services and Support functions under one leadership umbrella; experience also leading Client Success a strong plus. Demonstrated track record building or turning around consultative delivery models for a technical, platform-based product — not just operating steady-state services. Experience partnering with Sales on large, complex enterprise deals, including scoping and setting delivery commitments before signature. Experience managing complex partner or channel relationships, including capacity planning and negotiating commercial terms. Nonprofit/grants technology or similarly complex vertical SaaS experience strongly preferred. Must be legally eligible to work in the United States or Canada. What You’ll Bring to our Team Dynamics: Strategic Thinking Turns SmartSimple's need for differentiated delivery into a concrete transformation plan — a consultative implementation methodology, phased prework, and review checkpoints — that a shared PS/Support model couldn't prioritize on its own. Brings a clear view of how complex enterprise pursuits and efficient, tooling-led delivery can coexist on one platform. Performance Advancement Holds SmartSimple's Professional Services, Support, and Client Success functions to a high delivery bar, using client outcomes as the real measure of success rather than internal activity metrics. Change Management Leads Professional Services, Support, and Client Success from three separate functions into one coherent SmartSimple client journey, building genuine cross-functional alignment rather than a reporting-line merger on paper. Staff Development Coaches SmartSimple's functional leaders directly across Professional Services, Support, and Client Success, building a team that can run the client experience. Why You’ll Love Working at Foundant: At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change. We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives. With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success. We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries. As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought. Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it! Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation. Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact . A NOTE ON HOW TO REACH US We're truly grateful that so many people have Foundant on their radar — it means a lot that our work resonates with others. That said, due to the high volume of direct messages and emails we receive, cold outreach isn't the preferred way to be considered for a role, and we're not able to prioritize applications submitted this way. To apply for open positions, please visit our careers page, which is the fastest and most effective route to being considered. About Foundant At Foundant, we build mission-critical software for the social good ecosystem — helping foundations, grantmakers, nonprofits, and community organizations streamline their work, strengthen relationships, and maximize their impact. We serve the giving community worldwide with a comprehensive suite of solutions spanning grant management, community foundation software, and giving analytics. We're a unified company shaped by strong roots across our product portfolio, and we operate with intention and purpose. Our team of ~350 people across six countries is connected by a shared North Star: to be the trusted partner and strategic advisor to the communities we serve. Where You’ll Work: As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive. With office locations in Bozeman, MT, Toronto, Canada, and Dublin, Ireland, you'll be part of a globally connected team. Whether you're working remotely or from one of our office locations, you'll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.