VP of Customer Experience

About Canopy:

Canopy is a fast-growing, well-capitalized SaaS startup building the leading cloud-based practice management platform for accounting firms. We build modern, user-friendly software that helps accounting firms efficiently manage their practice, and seamlessly engage with their clients. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. 

We are searching for a VP of Customer Experience who will own the customer journey post-sale ensuring our customers achieve measurable success outcomes resulting in adoption, retention, advocacy, and expansion. The VP of Customer Experience will report to the Chief Revenue Officer, and will be a member of Canopy’s executive team working to develop, deploy, and execute cross-functional strategic objectives. The ideal candidate is adept at building processes and systems to ensure scalable operations for an SMB and Mid-market customer base while also cultivating customer empathy across the organization. You will work in close partnership with the VP of Sales and VP of Marketing to align the buyer journey with post-sale success and continued expansion and adoption of new products and features. You will collaborate closely with our revenue operations team to uncover data driven insights that help inform our customer experience strategy and initiatives. This position requires regular face-to-face interaction with teams and executives in Draper, UT. You will have the option to work from home for part of the week.

What You’ll Do:

• Lead and continue to develop our customer experience organization responsible for customer on-boarding, professional services, customer support, product education, product adoption, retention, and expansion.
• Partner with our sales organization to ensure a successful pre- to post-sales hand-off.
• Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new feature adoption; collaborate across teams to identify and pursue customer growth opportunities.
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization.
• Channel and summarize customer feedback to help inform the product roadmap.
• Build out our professional services capabilities leveraging industry technology partners to help customers optimize and transform their operations with Canopy.
• Provide mentorship and leadership development to new managers and future managers within the customer experience department. 

Skills You’ll Need:

• Demonstrated progressive experience within a Customer Experience and/or Professional Services leadership role. Sales leadership experience, or other related experience will also be considered.
• Experience scaling a department at a venture-backed, high-growth SaaS company.
• Ability to move quickly and iterate.
• A strong strategic vision and passion for customer success.
• The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections.
• Strong customer advocacy with the ability and willingness to engage directly with customers.
• Ability to communicate well with individuals, teams, partners and at industry level events.
• A track record of developing and mentoring great talent, and building and motivating high achieving teams.
• A data-driven decision maker who’s intellectually curious and willing to experiment.
• An effective and productive collaborator who can drive cross-functional initiatives.

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.