Chief Client Experience Officer

4 days ago

Scottsdale, Arizona, United States SmartRent Full time

At SmartRent, we're revolutionizing the smart home and property operations solutions for the rental housing industry. Our innovative technology has earned us recognition as a winner of HousingWire's Tech100 Real Estate awards in 2021, 2022, and 2023, and we're just getting started.

We're seeking an experienced Chief Client Experience Officer to lead the development and execution of multiple client programs, ensuring a seamless handoff from sales to post-sales, while aligning deliverables with our clients' business goals and objectives.

This role is pivotal in ensuring client satisfaction, retention, and long-term success, as well as driving strategic initiatives that result in measurable outcomes for both the client and SmartRent.

Responsibilities
  • Own the Client Experience: Lead the client success and account management teams in building proactive, meaningful relationships with clients to drive revenue growth, retention, and expansion opportunities.
  • Strategic Client Engagement: Develop and execute comprehensive client engagement strategies that enhance satisfaction, deepen client relationships, and ensure alignment with business objectives.
  • KPIs & Results-Driven Environment: Define and establish a clear set of KPIs and key success metrics for the client success organization. Foster a results-oriented culture focused on measurable impact, client retention, and revenue growth.
  • Client Journey Optimization: Work cross-functionally to review and refine the client journey and internal processes, identifying opportunities to enhance the overall experience. Ensure all client interactions are meaningful and deliver significant value.
  • Account Growth & Expansion: Identify and pursue new business opportunities within existing accounts. Develop expansion strategies to increase account penetration, upselling, and cross-selling within the client portfolio.
  • Client Success as a Strategic Enabler: Evolve the Client Success function to be a critical business enabler by anticipating clients' needs and delivering a best-in-class experience. Serve as a trusted advisor to both clients and internal stakeholders, informing broader business initiatives and product development.
  • Leadership & Team Development: Build, mentor, and lead high-performing client-facing teams, including account managers, project managers, and implementation teams. Foster a culture of excellence, accountability, and continuous improvement.
  • Collaboration & Partnership: Partner closely with sales, product, customer support, and other departments to ensure that all client needs are met and that SmartRent remains a trusted partner for all clients.
Qualifications
  • 7+ years of leadership experience in client success, account management, consultative sales, or business consulting, ideally within a SaaS environment and at a large scale.
  • 5+ years of experience working in a technology company, preferably within a SaaS model, with a proven ability to scale teams and processes.
  • 2+ years of experience in a fast-paced startup, with a track record of quickly adapting to evolving business needs and client demands.
  • 2+ years of experience managing project management or implementation teams, with a focus on delivering complex, multi-phase projects.
  • Proven ability to build and lead high-performing client-facing teams, with a focus on client retention, revenue growth, and delivering exceptional client outcomes.
  • Strong analytical and strategic mindset, with a data-driven approach to decision-making and problem-solving.
  • Excellent communication and relationship-building skills, with the ability to influence senior leadership and act as a trusted advisor to clients.

Estimated salary: $180,000 - $220,000 per year, depending on location and experience.

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