VP, SmartSimple Client Experience

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a VP, SmartSimple Client Experience based in the Canada.** As VP, SmartSimple Client Experience, you will lead the end-to-end client experience across Professional Services, Support, and Client Success for a specialized software platform serving complex organizational needs. You will define and implement a strategic vision that connects implementation, technical support, and long-term customer success into a seamless, outcome-driven journey. Your leadership will be instrumental in transforming service delivery into a more consultative model that helps clients achieve meaningful results. You will oversee service quality, partner capacity, commercial models, and operational performance while building strong relationships across internal teams and external partners. Working closely with functional leaders, you will drive organizational alignment, develop scalable processes, and establish consistent standards for client engagement. This senior leadership opportunity combines strategic transformation, commercial decision-making, and team development in a remote-first, collaborative environment focused on delivering lasting value to the social good sector. ### Accountabilities - **End-to-End Client Experience Leadership:** Own the overall client experience across Professional Services, Support, and Client Success, ensuring the three functions operate as an integrated organization with consistent priorities, clear accountability, and a shared focus on client outcomes. - **Professional Services Excellence:** Lead service delivery quality, methodologies, and performance, directly coaching the Professional Services leader to establish consistent standards and deliver an exceptional client experience. - **Consultative Delivery Transformation:** Drive the transition to a consultative implementation model that incorporates structured client engagement, phased pre-implementation preparation, and defined review checkpoints to improve implementation quality and business outcomes. - **Partner and Capacity Management:** Oversee external delivery partnerships, including relationships with ReSolved and Grantbook, developing a reliable capacity planning model that anticipates demand, reduces delivery bottlenecks, and supports scalable growth. - **Pricing and Service Portfolio Strategy:** Own pricing models, service packaging, and the development of new service offerings, balancing commercial sustainability, operational efficiency, and client value. - **Client Success Function Development:** Build and scale the Client Success function in partnership with its functional leader, defining operating practices, responsibilities, performance expectations, and growth priorities. - **Cross-Functional Alignment:** Establish effective collaboration across Professional Services, Support, and Client Success, ensuring that clients experience a unified journey rather than disconnected service functions. - **Performance Management:** Define and monitor meaningful performance indicators based on client outcomes, service quality, implementation effectiveness, support performance, and long-term customer success rather than internal activity metrics alone. - **Strategic Planning and Change Management:** Develop and execute a transformation roadmap that addresses delivery challenges, strengthens organizational alignment, and establishes scalable operating practices. - **Commercial and Operational Decision-Making:** Make independent decisions regarding pricing, service delivery models, partner capacity, and resource allocation, carefully evaluating commercial implications and operational trade-offs. - **Leadership and Staff Development:** Coach functional leaders across Professional Services, Support, and Client Success, strengthening their leadership capabilities and building a high-performing organization that operates effectively without dependence on individual contributors. - **Continuous Improvement:** Identify opportunities to improve service delivery, client engagement, operational efficiency, and partner collaboration while ensuring the organization evolves alongside changing client needs. - **Additional Responsibilities:** Perform other duties as assigned in support of strategic objectives and overall organizational success. ## Requirements - **Leadership Experience:** At least 10 years of experience leading Professional Services and Support functions under a unified leadership structure. Experience leading Client Success in addition to these functions is a strong advantage. - **Professional Services Transformation:** A demonstrated track record of building, transforming, or improving consultative delivery models for technical, platform-based software products, beyond simply managing established service operations. - **Client Experience Management:** Experience overseeing multiple customer-facing functions and creating an integrated client journey that improves service quality, strengthens relationships, and delivers measurable customer outcomes. - **Partner and Channel Management:** Proven experience managing complex external partnerships, including capacity planning, resource coordination, commercial negotiations, and ongoing performance management. - **Commercial Acumen:** The ability to develop pricing strategies, structure service offerings, assess profitability, and balance commercial sustainability with client needs and delivery capabilities. - **Operational Excellence:** Strong experience developing service methodologies, establishing performance standards, improving implementation processes, and building scalable operating models. - **Strategic Thinking:** The ability to translate business challenges into clear transformation plans, prioritize investments, and align operational decisions with long-term organizational goals. - **Change Management:** Demonstrated ability to lead organizational change, align teams across functional boundaries, and establish shared accountability for client outcomes. - **Leadership and Coaching:** Strong people leadership skills, including the ability to mentor functional leaders, develop talent, delegate effectively, and build teams capable of operating independently. - **Industry Experience:** Experience in nonprofit or grant management technology, or in similarly complex vertical software-as-a-service (SaaS) environments, is strongly preferred due to the specialized client and partner ecosystem. - **Communication and Relationship Building:** Excellent communication, negotiation, and stakeholder management skills, with the ability to work effectively with clients, internal leaders, and external delivery partners. - **Decision-Making and Accountability:** A decisive, commercially minded approach, with the confidence to make informed trade-offs, take ownership of results, and balance service quality with operational and financial priorities. - **Work Authorization:** Must be legally eligible to work in the United States or Canada. ## Benefits - **Competitive Compensation:** A competitive salary package; a specific salary range was not provided in the original job description. - **Flexible Paid Time Off:** A flexible PTO policy that supports work-life balance and gives employees autonomy in managing their time. - **Comprehensive Employee Benefits:** Access to a competitive benefits package designed to support employees' personal and professional well-being. - **Tuition Reimbursement:** Financial support for education and continued professional development. - **Lifestyle Reimbursements:** Additional support for eligible lifestyle-related expenses. - **Wellness Programs:** Tailored mindfulness and fitness initiatives to promote physical and mental well-being. - **Remote Work Flexibility:** A remote-first work environment that supports collaboration across geographically distributed teams. - **Professional Growth:** Opportunities to work across teams, expand leadership expertise, and contribute to strategic initiatives spanning multiple functions. - **Career Development and Internal Mobility:** Opportunities to explore new leadership roles, career paths, and positions across departments. - **Autonomy and Ownership:** The freedom to make strategic decisions, lead transformation initiatives, and approach challenges creatively. - **Recognition and Collaboration:** A culture that values employee contributions, encourages knowledge sharing, and celebrates professional achievements. - **Purpose-Driven Impact:** The opportunity to improve software-enabled services that help foundations, grantmakers, nonprofits, and community organizations strengthen their work and achieve greater social impact. - **Inclusive Workplace:** A commitment to equal employment opportunities, diversity, and reasonable accommodations throughout the recruitment and employment process.