SVP, Customer Experience

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, supp