VP, Customer Experience & Services

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.

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).

This is not a steady-state leadership role. It is a builder's mandate. The customer, the platform, and the operating model are all changing at once. Your job is to get ahead of all three.

Five functions, roughly 60 people, three regions:

• Solution Consulting: the technical pre-sales partner to the commercial team.
• Global Services & Forward Deployed Engineering: implementation, integration, and deployment at scale.
• Customer Success: the health, retention, and growth of every account post-sale. Human, digital, partner, and geo-based teams.
• CX Strategy & Operations: the systems, priorities, and operating cadence that run the CX organization.

Build the modern, AI-led operating model

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.

Shift the organization from activity to outcomes

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.

Lead technical delivery and the Mesh migration at scale

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.

• Significant experience leading post-sale functions at a B2B SaaS company at scale, ideally across Customer Success, Professional Services, and Solutions Consulting.
• 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.
• Experience leading global, multi-regional teams across time zones and cultures.
• An AI-forward mindset, and the credibility to lead that transition across an entire organization.
• 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.

FinTech or RegTech experience is a strong advantage; direct familiarity with financial crime, compliance, or risk technology, more so.

• Minimum of 12 years of progressive leadership centered around customer success and professional services
• 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.
• Candidate must be located in London or east coast-US
• Legally authorized to work in the United States without current or future sponsorship

• Experience in SaaS, data, or compliance / RegTech
• Hands-on background in pre-sales, solution consulting, or technical architecture alongside post-sale leadership.
• Familiarity with Gainsight, Pendo, or equivalent customer success and operations platforms.
• Experience navigating complex enterprise relationships in regulated industries.

Our values describe how we operate, and they map closely to this role:

• 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.
• Raise the bar: We set ambitious standards and pursue them with discipline, never settling for good enough. You will raise the bar on the team's capability and craft, and balance that ambition with care for the people behind it.
• See it, own it, drive it forward: We notice what needs to change, take personal responsibility, and move with purpose. You will lead with a bias for action and see things through.
• Win as one team: Financial crime is complex and global, and no function solves it alone. You will build trust and shared goals across Customer Success, Sales, Product, and Engineering.

• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
• Annual learning budget to drive your performance and career development
• Budget to set up your home office upon joining
• Parental leave and childcare benefits
• Life Insurance to protect your loved ones
• Medical (100%), Dental (90%), and Vision (80%) contribution
• Flexible Spending Accounts (FSA) to allow you to use tax free dollars for healthcare or day care related expenses
• 401k Contribution
• Financial Perks (Support with student loan, PerkSpot discounts, Pet Insurance discounts, Travel assistance 
• Pre-Tax transit benefits

The base salary range for this role is 

• US-East: $250,000 - $290,000 +  performance bonus, equity, and US benefits. 
• London, UK: 225,000 - 250,000 GBP + performance bonus, equity and UK benefits

The actual pay may vary based on factors such as location, experience, and skills.