VP of Customer Experience

About the Company

Charted is a fast-growing B2B SaaS company transforming how mid-market finance teams operate through NetSuite-native finance automation. Its AP Automation Suite lives entirely inside NetSuite, eliminating the need for integrations and delivering a huge value add to NetSuite users looking to simplify, instead of adding to their tech stack. Thousands of NetSuite users use and trust Charted to help automate their Procure-to-Pay process.

The company is entering a new phase of scale: expanding globally, deepening its partner ecosystem, and investing heavily in customer experience. To drive this next chapter, we’re hiring an experienced VP of Customer Experience to lead and unify its post-sales organization.

About the Role

The VP of Customer Experience will own everything that happens after a customer signs: onboarding, go-live, customer success, retention, expansion, and long-term advocacy.

This is a senior, strategic role responsible for:

• Customer Success (retention, adoption, expansion)
• Software Implementations (delivery, quality, timelines)
• Software Support (responsiveness, NPS)
• Expansion Sales (upsell cross-sell across our AP Suite and new products)
• Churn Ownership (partnering with Product on product-related drivers)

This leader must know the NetSuite ecosystem, understand the nuances of ERP-native SaaS, and have the experience of building or scaling a high-performing Customer Experience function at a growth-stage B2B SaaS company.

Responsibilities

Customer Success & Retention

• Own Net Revenue Retention (NRR), Gross Retention, and Expansion targets
• Lead a Customer Success organization responsible for Expansion sales, health scores, renewal forecasting, and risk mitigation
• Build a proactive engagement model tailored to customer segment, complexity, and AP maturity
• Develop executive-ready reporting for churn, expansion, adoption, and product insights
• Partner with Product to address feature gaps, product-driven churn, and roadmap prioritization

Implementation Delivery

• Oversee all software implementation projects and ensure predictable, high-quality go-lives
• Standardize implementation playbooks, handoff processes, and timeline expectations
• Improve delivery accuracy, reduce delays, and ensure success metrics are met for every implementation
• Partner with Sales to set proper scoping and expectations during pre-sales

Software Support

• Own the support organization, including SLA compliance, severity triage, customer communication, and escalation paths
• Advance our Support operating model, including integrations between HappyFox and Jira
• Reduce time-to-resolution and increase support-driven customer satisfaction
• Build scalable Tier 1/Tier 2/Tier 3 structures to support growth
• Partner with Engineering and Product to manage handoffs effectively for Tier 2-3 incidents

Expansion Sales

• Own responsibility for cross-sell and upsell within the customer base
• Partner with Product Marketing and Sales to craft expansion playbooks for AP Automation, including Payments
• Develop compensation/commission alignment across CS Sales for expansion motions
• Report expansion pipeline and forecasts to the CEO and Revenue leaders

Customer Experience Strategy

• Build the long-term CX strategy for Charted as we scale into the UK and beyond
• Create a unified post-sales operating model across Success, Implementation, and Support
• Help define the customer segmentation framework and renewal/expansion motions
• Improve onboarding → adoption → value realization → renewal → advocacy
• Drive customer community, webinar series, and partner enablement around customer lifecycle

Team Leadership & Scale

• Lead, mentor, and grow a team across multiple functions
• Build high-performance targets, scorecards, and process rigor
• Foster a culture of ownership, quality, customer empathy, and continuous improvement
• Collaborate closely with Product, Engineering, Sales, and Partnerships on cross-functional initiatives

What We’re Looking For

Experience & Skills

• 10 years in B2B SaaS leadership roles across Customer Success, Implementations, Support, or Professional Services
• 5 years managing managers; experience leading multi-disciplinary CX organizations
• Deep knowledge of the NetSuite ecosystem
• Proven track record owning retention, churn, and expansion numbers
• Experience running software implementation or onboarding programs, ideally ERP or financial automation
• Strong operational and analytical capabilities (forecasting, KPIs, segmentation, dashboards)
• High comfort managing escalations, difficult customer conversations, and complex accounts
• Ability to partner effectively across Product, Sales, and Engineering

Leadership Qualities

• Confident yet low-ego leadership style
• Builder mindset: enjoys designing new programs and scaling them
• Excellent communication and executive presence
• Customer-obsessed and process-driven
• Thrives in a fast-paced, high-accountability environment

Nice to Have

• Experience with AP Automation, or Financial Operations tools
• Experience with international expansion (UK/EU preferred)
• Background in a NetSuite partner, financial automation vendor, or ERP-native software company

What We Offer

• Competitive executive compensation package with bonus
• Medical, dental, and vision coverage
• Unlimited PTO
• Remote-first environment
• Home office reimbursement
• Annual offsites and leadership summits

Why Join Charted?

This is a rare chance to lead the entire customer experience at a company undergoing major growth, expanding internationally, releasing new product suites, and transforming how mid-market finance teams operate.

You’ll work with a collaborative, low-ego team that values excellence, ownership, and craft. You’ll shape how we deliver value at scale and play a pivotal role in achieving our long-term mission to elevate finance teams everywhere.