SVP, Customer Experience

We're Changing the Prop Tech Industry

We're a profitable, growth‑stage company building industry‑leading martech and data products for the Prop Tech space. Our focus is on category‑leading AI and data SaaS products with triple‑digit growth rates.

We're a fully remote team of 100+ spread across the U.S. from coast to coast. We operate on a strict no a
** holes policy and are proud to have built a community of highly performant people that take our work seriously, but not ourselves. And, we're looking for exceptional people to help further accelerate our growth.

While we've raised $30MM+ to date from some of the world's best investors, we're profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital.

Apartment

IQ is the all‑in‑one data platform powering smarter decisions across multifamily, covering 40M units with daily property and market intelligence used for surveys, research, and revenue management. We're trusted by 65% of the NMHC Top 50. Our sister company, Maven

AI, delivers AI‑powered marketing automation built by industry experts and integrated directly with property management systems, serving over 2M units.

We are seeking an innovative and customer‑centric SVP of Customer Experience to lead all post‑sale functions across implementation, customer success, and support. You will report directly to the Founder/CEO, Alec Slocum, and work alongside him to align the company vision and roadmap.

As the SVP of Customer Experience, you are responsible for developing and executing a strategy to drive new revenue growth, retain existing clients, and deliver continuous, differentiated innovation to maintain our position as the leading platform for property management companies. You have a track record of developing your teams through strong process maturity and career development plans, and you have a track record of elevating new leaders within your organization as a result.

You serve your team, you obsess over your customers, and you execute with precision and impact.

• Bring an innovative, AI‑first thought process to our customer experience organization. Design customer‑centric processes that leverage AI, not just for efficiency gains, but as a core driver of scalable, automated programs that delight customers.
• Lead and scale all post‑sale customer‑facing functions: customer success, customer support, and onboarding/implementation.
• Build a world‑class customer experience that enables rapid time‑to‑value, drives platform adoption, and ensures long‑term retention and satisfaction.
• Implement a tiered customer engagement model that reflects agency size, complexity, and use case diversity.
• Establish and track key performance indicators (KPIs), including GRR, NRR, CSAT, time‑to‑value, etc.
• Implement scalable systems, tools, reporting, and processes with a focus on operational rigor and efficiency. Drive data‑driven decision‑making and performance measurement at all levels.
• Design customer health frameworks, account plans, and success playbooks to proactively manage risk and drive expansion.
• Serve as a strategic advisor to customers and internal stakeholders, representing the voice of the customer across product, sales, and marketing.
• Ensure that customers realize value as quickly as possible and maintain high satisfaction levels throughout their lifecycle.
• Champion the voice of the customer within the organization to enhance customer experience and outcomes.
• Create feedback loops with the Product team to inform roadmap priorities based on customer experience.
• Foster a culture of operational rigor, accountability, and mission‑driven customer partnership.

• 8+ years of customer‑facing leadership experience in SaaS in a relevant growth stage
• Deep experience implementing CS technologies and AI‑powered solutions to reimagine workflows, eliminate manual effort, and enhance the customer experience at scale.
• Proven experience leading post‑sale functions, CS, support, and implementation in a high‑growth environment.
• Expertise in hiring, developing, and scaling high‑performing teams…