Chief Client Experience & Services Officer

Foundant + smartsimple; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

Foundant + smartsimple is seeking an experienced senior leader to own the client experience across Professional Services, Support, and Client Success. You will shape delivery strategy, coach leaders, and partner with Sales to win and deliver complex enterprise deals on a unified platform.

You will redefine the delivery model with newer tooling, ensure consistent outcomes, and build a scalable client journey across functions, balancing profitability with client impact.

Qualifications

• Experience leading enterprise-level Professional Services and Support under one leader.
• Track record turning around consultative delivery models for technical platforms.
• Experience partnering with Sales on large, complex enterprise deals.
• Experience managing complex partner relationships and capacity planning.
• Nonprofit/grants SaaS experience preferred.
• Eligibility to work in the United States or Canada.

Responsibilities

• Own client experience end to end across Professional Services, Support, and Client Success.
• Lead delivery quality, methodology, and outcomes, coaching the Professional Services leader.
• Manage partner capacity with ReSolved and Grantbook.
• Own pricing models and new-service packaging for SmartSimple.
• Shift to a consultative delivery model with phased prework and review checkpoints.
• Partner with Sales on enterprise pursuits to shape scope and delivery commitments.
• Rethink implementation with AI-assisted and low-code tooling.
• Unify Professional Services, Support, and Client Success into one client journey.
• Shape the Support model and build out Client Success function.
• Other duties as assigned.

Skills

Enterprise PS leadership

Client Success leadership

Partner management

Sales collaboration

Strategic delivery

Job description

Foundant + smartsimple is seeking an experienced senior leader to own the client experience across Professional Services, Support, and Client Success. You will shape delivery strategy, coach leaders, and partner with Sales to win and deliver complex enterprise deals on a unified platform.

You will redefine the delivery model with newer tooling, ensure consistent outcomes, and build a scalable client journey across functions, balancing profitability with client impact.