VP, SmartSimple Client Experience

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.