Head of Client Experience & Services (Enterprise)

Foundant; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Tuition reimbursement

Lifestyle reimbursements

Flexible PTO

Internal mobility and career growth

Job summary

Foundant is seeking a senior, product‑led leader to own the SmartSimple client journey end to end, overseeing Professional Services, Support, and Client Success. You will drive delivery quality, scalable processes, and strategic partnerships with Sales and key vendors to ensure outcomes for nonprofit and grantmaking clients.

Remote‑first role with global collaboration; we value strategic thinking, change management, and the ability to unify multiple functions into a cohesive client experience.

Qualifications

• 10+ years of experience leading enterprise‑level Professional Services and Support under one leadership umbrella.
• Experience 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.
• Nonprofit/grants technology or similarly complex vertical SaaS experience strongly preferred.
• Must be legally eligible to work in the United States or Canada.

Responsibilities

• Own SmartSimple’s client experience end to end — Professional Services, Support, and Client Success — as its dedicated, product‑aligned leader.
• Lead Professional Services delivery quality, methodology, and outcomes, coaching the Professional Services leader toward a consistently strong client experience.
• Manage SmartSimple’s partner capacity model with ReSolved and Grantbook, turning a current dependency bottleneck into a reliable, planned capacity pipeline.
• Own pricing models and new‑service packaging for SmartSimple, making the commercial calls that keep the offering sustainable for Foundant and right‑sized for clients.
• Lead SmartSimple’s shift to a consultative delivery model — a client‑facing implementation methodology, phased prework, and review checkpoints.
• Serve as a thought partner to Sales on large enterprise pursuits, shaping scope, risk, and delivery commitments before signature so that complex deals are won and then delivered well.
• Rethink SmartSimple’s implementation model, using newer tooling, including AI‑assisted and low‑code development, to lower our implementation footprint while preserving our ability to deliver complex, highly configured solutions for the clients who need them.
• Unify Professional Services, Support, and Client Success into one coherent SmartSimple client journey, building genuine alignment across the three functions.
• Shape SmartSimple’s support model to serve complex clients well, defining how Support is structured, staffed, and escalated for highly configured, high‑stakes implementations, in partnership with its functional leader.
• Build out and lead SmartSimple’s Client Success function, partnering with its functional leader to define how the team operates and scales.
• Other duties as assigned.

Skills

Enterprise leadership

Client Success leadership

Sales collaboration

Partner management

Nonprofit SaaS experience

Tools

ReSolved

Grantbook

Job description

Foundant is seeking a senior, product‑led leader to own the SmartSimple client journey end to end, overseeing Professional Services, Support, and Client Success. You will drive delivery quality, scalable processes, and strategic partnerships with Sales and key vendors to ensure outcomes for nonprofit and grantmaking clients.

Remote‑first role with global collaboration; we value strategic thinking, change management, and the ability to unify multiple functions into a cohesive client experience.