Job Description: Vice President, Customer Experience Location: Remote (Atlanta, GA preferred)
Employment Type: Full-time
Reports to: CEO
Industry: SaaS / Enterprise Software / ERP
Compensation: 150-200k + performance-based bonus + equity

About Us

We’re a fast-growing SaaS company that builds powerful, vertically integrated ERP software for mid-sized associations. Our platform spans a broad array of modules and functionalities, supporting everything from membership management to events, finance, content, and reporting. Our customers rely on us as their system of record—and onboarding, ongoing support, and long-term success are mission-critical to our growth.
We are seeking a Vice President of Customer Experience to lead and scale our 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 our customers are set up for success, supported when needed, and consistently achieving value on our platform.

What You'll Own

Leadership & Strategy

Lead and grow a high-performing team across four functions:

Onboarding – requirements gathering, configuration, data migration, custom development
Support – ticket triage, technical issue resolution
Customer Success – renewals, upsells, relationship management, QBRs
Ongoing 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 raving fans
Own key customer metrics (NPS, retention, time-to-value, support SLAs) and report performance to the executive team

Revenue & Operational Responsibility

Own renewal and upsell revenue targets; partner closely with Sales and Product to uncover opportunities
Design and execute processes for scaling high-margin services and increasing customer lifetime value
Create services packaging/pricing frameworks to drive recurring services revenue
Plan and manage the full customer experience budget, working closely with the CFO to track spend, forecast needs, and ensure fiscal responsibility

Process, Data, and Systems

Define and optimize handoff workflows between Sales → Onboarding → Support/CS
Champion 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 excellence
Partner with Product and Engineering to advocate for customer needs based on usage and feedback data

What We’re Looking For

Experience:

7+ years leading customer-facing functions in enterprise or mid-market B2B SaaS
Experience with complex onboarding processes and multi-module enterprise software
Proven success driving customer outcomes across onboarding, support, and customer success
Experience 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 orgs
Self-starter who thrives in a fast-paced, ambiguous environment
Collaborative leadership style with strong cross-functional communication skills

Mindset & Skills:

Deep empathy for customers and a passion for improving their experience
Data-driven approach; comfortable using metrics and KPIs to drive performance
Bias toward action, operational rigor, and continuous improvement

Why Join Us?

Join a mission-driven, profitable SaaS company serving purpose-led organizations
Play a central leadership role with direct impact on retention and revenue
Work alongside a team of experienced engineers, product thinkers, and entrepreneurs
Competitive compensation, bonus opportunities, and equity package
Flexible, remote-first environment

To Apply:
Send your resume and a short note on why you're interested to careers@rhythmsoftware.com. We’d love to hear from you.