SVP, Customer Experience

Описание вакансии

We’re Changing the PropTech Industry

We’re a profitable, growth-stage company building industry-leading martech and data products for the PropTech space. Our focus is on our category-leading AI and data SaaS products with triple-digit growth rates.

We’re a fully remote team of 100+ spread across the U.S. from coast to coast. We operate on a strict no a\\holes policy and are proud to have built a community of highly performant people that take our work seriously, but not ourselves. And, we're looking for exceptional people to help further accelerate our growth.

While we’ve raised $30MM+ to date from some of the world’s best investors, we’re profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital.

About Our Products

ApartmentIQ is the all-in-one data platform powering smarter decisions across multifamily, covering 40M units with daily property and market intelligence used for surveys, research, and revenue management. We're trusted by 65% of the NMHC Top 50. Our sister company, MavenAI, delivers AI-powered marketing automation built by industry experts and integrated directly with property management systems, serving over 2M units.

The Role

We are seeking an innovative and customer-centric SVP of Customer Experience to lead all post-sale functions across implementation, customer success, and support. You will report directly to the Founder/CEO, Alec Slocum, and work alongside him to align the company vision and roadmap.

As the SVP of Customer Experience, you are responsible for developing and executing a strategy to drive new revenue growth, retain existing clients, and deliver continuous, differentiated innovation to maintain our position as the leading platform for property management companies. You have a track record of developing your teams through strong process maturity and career development plans, and you have a track record of elevating new leaders within your organization as a result. You serve your team, you obsess over your customers, and you execute with precision and impact.

What You'll Do:

• Bring an innovative, AI-first thought process to our customer experience organization. Design customer-centric processes that leverage AI, not just for efficiency gains, but as a core driver of scalable, automated programs that delight customers.
• Lead and scale all post-sale customer-facing functions: customer success, customer support, and onboarding/implementation.
• Build a world-class customer experience that enables rapid time-to-value, drives platform adoption, and ensures long-term retention and satisfaction.
• Implement a tiered customer engagement model that reflects agency size, complexity, and use case diversity.
• Establish and track key performance indicators (KPIs), including GRR, NRR, CSAT, time-to-value, etc.
• Implement scalable systems, tools, reporting, and processes with a focus on operational rigor and efficiency. Drive data-driven decision-making and performance measurement at all levels.
• Design customer health frameworks, account plans, and success playbooks to proactively manage risk and drive expansion.
• Serve as a strategic advisor to customers and internal stakeholders, representing the voice of the customer across product, sales, and marketing.
• Ensure that customers realize value as quickly as possible and maintain high satisfaction levels throughout their lifecycle.
• Champion the voice of the customer within the organization to enhance customer experience and outcomes.
• Create feedback loops with the Product team to inform roadmap priorities based on customer experience.
• Foster a culture of operational rigor, accountability, and mission-driven customer partnership.

What We’re Looking For:

• 8+ years of customer-facing leadership experience in SaaS in a relevant growth stage
• Deep experience implementing CS technologies and AI-powered solutions to reimagine workflows, eliminate manual effort, and enhance the customer experience at scale.
• Proven experience leading post-sale functions, CS, support, and implementation in a high-growth environment.
• Expertise in hiring, developing, and scaling high-performing teams across remote and hybrid environments.
• Experience with customer lifecycle analytics, CS tooling, and support automation strategies.
• Demonstrated ability to operationalize complex programs while maintaining focus on mission-critical execution.
• Ability to communicate effectively with both technical and operational stakeholders.
• Strategic operator capable of balancing big-picture planning with detail-level, hands-on building approach.
• Data-driven leader with exceptional analytical skills and the ability to translate insights into actionable strategies.
• A natural leader who creates loyalty and trust. You have the ability to energize people and teams, leading to cross-functional collaboration.
• Strong communicator and empathetic leader who can drive cross-functional alignment and execution.
• Bachelor’s degree or equivalent experience required; MBA preferred.

Why Choose Us:

• Remote-First: We offer the freedom to work from home across most of the U.S. You’ll enjoy the flexibility of remote work, balanced with high-energy in-person offsites to build real connections and celebrate our wins together.
• Competitive Compensation: We believe in hiring the best and paying accordingly. You’ll receive acompetitive salary that reflects your impact and expertise.
• Paid Time Off: Take the time you need with our flexible vacation policy and dedicated paid parental leave to support you and your family’s biggest milestones.
• Your Health Matters: Stay healthy with high-quality Medical, Dental, and Vision insurance plans for you and your family.
• Peace of Mind (On Us): We fully invest in your security with 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance.
• Protection for Your Whole Crew: Access supplemental insurance for the unexpected, plus specialized coverage to keep your pets happy and healthy, too.
• Invest in Your Future: Secure your financial goals with our 401k Program, helping you build for the long term while you help us build the company.

If you need assistance and/or a reasonable accommodation in the application or recruiting process, please contact your recruiter.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

We want to alert you to potential recruiting scams targeting job seekers. Please note that our company will never request payment, personal information, or any confidential details during the interview process.