VP, SmartSimple Client Experience

Foundant + smartsimple

20d

About The Position

The VP, SmartSimple Client Experience owns the end-to-end client experience for SmartSimple across Professional Services, Support, and Client Success. This dedicated, product-aligned leadership role is responsible for improving delivery quality and client outcomes, creating a coherent client journey across the three functions, and building the alignment and leadership capability needed to operate it effectively.

The role leads the transformation of SmartSimple’s implementation approach toward consultative delivery, including client-facing methodology, phased prework, and review checkpoints. It also oversees partner capacity planning, service pricing and packaging, support-model design, and the development of Client Success. The VP partners with Sales on complex enterprise pursuits and rethinks implementation through newer tools, including AI-assisted and low-code development, while retaining the ability to deliver complex, highly configured solutions.

This position requires substantial experience leading enterprise Professional Services and Support, with Client Success leadership experience a strong plus. Nonprofit/grants technology or similarly complex vertical SaaS experience is strongly preferred. The successful candidate must be legally eligible to work in the United States or Canada.

Requirements

• 10+ years of experience leading enterprise-level Professional Services and Support functions under one leadership umbrella.
• Demonstrated track record building or turning around consultative delivery models for a technical, platform-based product.
• 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.
• Must be legally eligible to work in the United States or Canada.

Nice To Haves

• Experience leading Client Success is a strong plus.
• Nonprofit/grants technology or similarly complex vertical SaaS experience is strongly preferred.

Responsibilities

• Own SmartSimple’s client experience across Professional Services, Support, and Client Success as a dedicated, product-aligned leader.
• Lead Professional Services delivery quality, methodology, and outcomes, and directly coach the Professional Services leader.
• Manage SmartSimple’s partner capacity model with ReSolved and Grantbook, developing a reliable, planned capacity pipeline.
• Own pricing models and new-service packaging for SmartSimple, making commercial decisions that support sustainable offerings and appropriate client solutions.
• Lead the shift to a consultative delivery model, including a client-facing implementation methodology, phased prework, and review checkpoints.
• Partner with Sales on large enterprise pursuits, shaping scope, risk, and delivery commitments before signature.
• Rethink the implementation model using newer tools, including AI-assisted and low-code development, to reduce implementation effort while preserving the ability to deliver complex, highly configured solutions.
• Align Professional Services, Support, and Client Success into a coherent SmartSimple client journey and build genuine cross-functional alignment.
• Shape the Support model for complex clients, defining structure, staffing, and escalation in partnership with the Support functional leader.
• Build and lead SmartSimple’s Client Success function in partnership with its functional leader.
• Coach functional leaders across Professional Services, Support, and Client Success.
• Perform other duties as assigned.

Benefits

• Competitive salary and benefits, including tuition and lifestyle reimbursements.
• Bespoke mindfulness and fitness initiatives.
• Flexible PTO policy.
• Professional and personal development opportunities, including collaboration across teams and exposure to diverse ideas, expertise, and projects.
• Career growth opportunities and internal mobility across roles, leadership opportunities, and departments.
• Autonomy and responsibility to approach work creatively and independently.
• Employee recognition.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed