VP, Customer Experience & Services

About this role

<p>ComplyAdvantage is currently hiring for a VP of Customer Experience and Services. This is a revenue-critical role at a pivotal moment. We're scaling globally and rebuilding our product suite around Mesh, our next-generation AI-native compliance platform. We need a leader to define what customer experience means in the AI era, and to build the organization that delivers it.</p> <p>You will own the full post-sale lifecycle, from solution design and onboarding through adoption, value realization, and renewal, with the technical pre-sale motion alongside it. You will partner with the President of GTM, accountable for net revenue retention (NRR) and the growth of annual recurring revenue (ARR).</p> <p><strong>This is not a steady-state leadership role. It is a builder's mandate.</strong> The customer, the platform, and the operating model are all changing at once. Your job is to get ahead of all three.</p> <h3><strong>What you'll own</strong></h3> <p>Five functions, roughly 60 people, three regions:</p> <ul> <li><strong>Solution Consulting:</strong> the technical pre-sales partner to the commercial team.</li> <li><strong>Global Services & Forward Deployed Engineering:</strong> implementation, integration, and deployment at scale.</li> <li><strong>Customer Success:</strong> the health, retention, and growth of every account post-sale. Human, digital, partner, and geo-based teams.</li> <li><strong>CX Strategy & Operations:</strong> the systems, priorities, and operating cadence that run the CX organization.</li> </ul> <h3><strong>What you'll drive</strong></h3> <p><strong>Build the modern, AI-led operating model</strong></p> <p>Rethink how customer work gets done, not just which tools the team uses. Embed AI across onboarding, solution design, knowledge sharing, and customer-facing workflows to move faster with less friction. Build the structure, processes, and culture that scale with the business, and recruit and retain the leaders who run each region.</p> <p><strong>Shift the organization from activity to outcomes</strong></p> <p>Define and own the metrics that matter: NRR, customer outcome attainment, time-to-value, adoption, and account health. Build the programs that turn adoption into measurable business results for the customer, and get in front of at-risk accounts long before renewal. Partner with Finance to protect and grow ARR through retention, expansion, and upsell.</p> <p><strong>Lead technical delivery and the Mesh migration at scale</strong></p> <p>Own the quality and speed of every implementation, and the migration of the customer base from Classic to Mesh. Advise senior stakeholders at key accounts as they move from rules-based, manual compliance toward AI-driven, intelligence-led programs, and as regulation and the platform evolve. Serve as executive sponsor for strategic accounts and the credible voice of the customer inside the company.</p> <h3><strong>What you'll bring</strong></h3> <ul> <li>Significant experience leading post-sale functions at a B2B SaaS company at scale, ideally across Customer Success, Professional Services, and Solutions Consulting.</li> <li>A track record of running technical delivery teams (implementation, forward deployed engineering, or equivalent) alongside customer-facing ones, with measurable gains in NRR and customer value.</li> <li>Experience leading global, multi-regional teams across time zones and cultures.</li> <li>An AI-forward mindset, and the credibility to lead that transition across an entire organization.</li> <li>Exceptional executive presence and commercial instinct: equally sharp in a board review and coaching a team through a hard customer situation, and clear on how success and services drive revenue.</li> </ul> <p>FinTech or RegTech experience is a strong advantage; direct familiarity with financial crime, compliance, or risk technology, more so.</p> <h3><strong>Basic Qualifications:</strong></h3> <ul> <li>Minimum of 12 years of progressive leadership centered around customer success and professional services</li> <li>Minimum of five (5) years in a senior leadership role (Director, Sr. Director, or VP) at a high-growth B2B SaaS, fintech, or enterprise software company.</li> <li>Candidate must be located in London or east coast-US</li> <li>Legally authorized to work in the United States without current or future sponsorship</li> </ul> <h3><strong>Preferred Qualifications:</strong></h3> <ul> <li>Experience in SaaS, data, or compliance / RegTech</li> <li>Hands-on background in pre-sales, solution consulting, or technical architecture alongside post-sale leadership.</li> <li>Familiarity with Gainsight, Pendo, or equivalent customer success and operations platforms.</li> <li>Experience navigating complex enterprise relationships in regulated industries.</li> </ul> <h3><strong>How we work:</strong></h3> <p>Our values describe how we operate, and they map closely to this role:</p> <ul> <li>Make a safer world: Every role here contributes to financial systems that are harder for criminals to exploit. You will keep the customer and the real-world outcome of our work visible in everything the team does.</li> <li>Raise the bar: We set ambitious standards and pursue them with discipline, never settling for good enough. You will raise the bar on the…