SVP, Customer Experience

📋 Description

• • As the Senior Vice President (SVP) of Customer Experience at ABODO Inc., you will be instrumental in shaping and leading all post-sale functions, including implementation, customer success, and support, to drive unparalleled value for our clients in the PropTech industry.
• • Reporting directly to the Founder/CEO, you will collaborate closely to align the company's overarching vision and strategic roadmap, ensuring customer-centricity is at the core of our growth.
• • Your primary responsibility will be to develop and execute a comprehensive strategy focused on driving new revenue streams, maximizing client retention, and delivering continuous, differentiated innovation to solidify our position as the leading platform for property management companies.
• • You will be a key architect in building and scaling a world-class customer experience that accelerates time-to-value for new clients, fosters deep platform adoption, and cultivates long-term satisfaction and loyalty.
• • A critical aspect of this role involves implementing an innovative, AI-first approach to customer experience, designing processes that leverage artificial intelligence not merely for efficiency but as a fundamental driver of scalable, automated programs that actively delight customers.
• • You will lead and expand all post-sale customer-facing teams, encompassing customer success, customer support, and onboarding/implementation, ensuring seamless and exceptional client journeys.
• • The role requires the implementation of a sophisticated, tiered customer engagement model, meticulously designed to cater to the diverse needs and complexities of agencies of varying sizes and use cases.
• • You will be responsible for establishing, monitoring, and analyzing key performance indicators (KPIs) crucial to customer success, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Customer Satisfaction (CSAT), and time-to-value metrics.
• • Operational rigor and efficiency will be paramount as you implement scalable systems, tools, reporting mechanisms, and processes, driving data-informed decision-making and performance measurement across all levels of the customer experience organization.
• • You will design robust customer health frameworks, develop strategic account plans, and create comprehensive success playbooks to proactively identify and mitigate churn risks while simultaneously identifying opportunities for expansion and upsell.
• • Acting as a trusted strategic advisor, you will represent the voice of the customer to internal stakeholders, including product, sales, and marketing teams, ensuring customer needs and feedback directly influence product development and company strategy.
• • A core objective is to ensure that customers consistently realize tangible value from our platform as quickly as possible and maintain high levels of satisfaction throughout their entire engagement lifecycle.
• • You will champion the voice of the customer internally, fostering a culture that prioritizes customer experience and outcomes, driving continuous improvement across all touchpoints.
• • Establishing effective feedback loops with the Product team will be essential, translating customer insights and experiences into actionable recommendations that inform and prioritize roadmap development.
• • You will cultivate a culture of operational excellence, unwavering accountability, and a mission-driven approach to customer partnership, empowering your teams to deliver exceptional service.
• • This role demands a leader who can balance strategic vision with hands-on execution, fostering loyalty and trust while energizing teams to achieve ambitious goals through cross-functional collaboration.
• • Your strong communication and empathetic leadership skills will be vital in driving alignment and ensuring successful execution across the organization.
• • You will play a pivotal role in the growth and success of ABODO Inc., a profitable, growth-stage company building industry-leading martech and data products for the PropTech space, known for its category-leading AI and data SaaS products with triple-digit growth rates.