VP, Customer Experience & Services
About The Position
ComplyAdvantage is hiring a VP of Customer Experience and Services, a revenue-critical role focused on scaling globally and rebuilding the product suite around their next-generation AI-native compliance platform, Mesh. This leader will define customer experience in the AI era and build the organization to deliver it. The role encompasses the full post-sale lifecycle, including solution design, onboarding, adoption, value realization, renewal, and technical pre-sale motion. The VP will partner with the President of GTM, accountable for net revenue retention (NRR) and annual recurring revenue (ARR) growth. This is a builder's mandate, requiring the leader to anticipate changes in the customer, platform, and operating model.
Requirements
- Minimum of 12 years of progressive leadership centered around customer success and professional services.
- Minimum of five (5) years in a senior leadership role (Director, Sr. Director, or VP) at a high-growth B2B SaaS, fintech, or enterprise software company.
- Significant experience leading post-sale functions at a B2B SaaS company at scale, ideally across Customer Success, Professional Services, and Solutions Consulting.
- A track record of running technical delivery teams (implementation, forward deployed engineering, or equivalent) alongside customer-facing ones, with measurable gains in NRR and customer value.
- Experience leading global, multi-regional teams across time zones and cultures.
- An AI-forward mindset and the credibility to lead that transition across an entire organization.
- Exceptional executive presence and commercial instinct.
- Legally authorized to work in the United States without current or future sponsorship.
Nice To Haves
- FinTech or RegTech experience is a strong advantage.
- Direct familiarity with financial crime, compliance, or risk technology.
- Experience in SaaS, data, or compliance / RegTech.
- Hands-on background in pre-sales, solution consulting, or technical architecture alongside post-sale leadership.
- Familiarity with Gainsight, Pendo, or equivalent customer success and operations platforms.
- Experience navigating complex enterprise relationships in regulated industries.
Responsibilities
- Own five functions, approximately 60 people, across three regions: Solution Consulting, Global Services & Forward Deployed Engineering, Customer Success, and CX Strategy & Operations.
- Build the modern, AI-led operating model, embedding AI across onboarding, solution design, knowledge sharing, and customer-facing workflows.
- Build the structure, processes, and culture that scale with the business, and recruit and retain regional leaders.
- Shift the organization from activity to outcomes by defining and owning key metrics like NRR, customer outcome attainment, time-to-value, adoption, and account health.
- Build programs that turn adoption into measurable business results for the customer and proactively manage at-risk accounts.
- Partner with Finance to protect and grow ARR through retention, expansion, and upsell.
- Lead technical delivery and the Mesh migration at scale, owning the quality and speed of implementations.
- Advise senior stakeholders at key accounts on transitioning to AI-driven compliance programs.
- Serve as executive sponsor for strategic accounts and represent the voice of the customer internally.
Benefits
- Equity
- Unlimited Time Off Policy
- Annual learning budget
- Budget to set up your home office upon joining
- Parental leave and childcare benefits
- Life Insurance
- Medical (100%) contribution
- Dental (90%) contribution
- Vision (80%) contribution
- Flexible Spending Accounts (FSA)
- 401k Contribution
- Financial Perks (Support with student loan, PerkSpot discounts, Pet Insurance discounts, Travel assistance)
- Pre-Tax transit benefits
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
