[Hiring] VP, Client Experience @Foundant + smartsimple

Role Description

You'll own SmartSimple's client experience end to end — Professional Services, Support, and Client Success — as its dedicated, product-aligned leader, because SmartSimple's clients need delivery treatment a shared CX organization couldn't prioritize on its own.

• Lead SmartSimple Professional Services delivery quality, methodology, and outcomes, coaching the Professional Services leader directly 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.
• Unify Professional Services, Support, and Client Success into one coherent SmartSimple client journey, building genuine alignment across the three functions.
• 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.

Qualifications

• 10+ years of experience leading Professional Services and Support functions under one leadership umbrella; experience also leading Client Success a strong plus.
• Demonstrated track record building or turning around consultative delivery models for a technical, platform-based product.
• 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.

Requirements

• Strategic Thinking: Turns SmartSimple's need for differentiated delivery into a concrete transformation plan.
• Performance Advancement: Holds SmartSimple's Professional Services, Support, and Client Success functions to a high delivery bar.
• Change Management: Leads Professional Services, Support, and Client Success into one coherent SmartSimple client journey.
• Decision-Making: Owns pricing, packaging, and partner capacity trade-offs for SmartSimple.
• Staff Development: Coaches SmartSimple's functional leaders directly across Professional Services, Support, and Client Success.

Benefits

• Competitive salary and benefits, including tuition and lifestyle reimbursements.
• Flexible PTO policy for personal well-being and professional success.
• Commitment to professional and personal development with opportunities for collaboration across teams.
• Opportunities for career growth within a larger organization.
• Autonomy and responsibility to approach work creatively and independently.
• Employee recognition as a core part of the culture.

Company Description

Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation.

Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process.