Job Specifications
Maximizer is seeking a dynamic and strategic Vice President of Customer Experience to lead our global post-sales organization, panning Customer Success & Renewals, Professional Services (including implementation, training, and consulting), and Customer Support.
This role will be pivotal in shaping and optimizing the end-to-end customer journey, ensuring that every interaction, from onboarding to renewal, drives measurable customer outcomes, adoption, and retention.
As a key member of our senior leadership team, you’ll set the vision for a best-in-class customer experience that strengthens loyalty, accelerates product adoption, and fuels sustainable revenue growth.
Key Responsibilities
Customer Experience Strategy & Leadership
Define and execute a cohesive customer experience strategy aligned with company goals for retention, adoption, and growth.
Lead, develop, and mentor a high-performing team across Customer Success, Renewals, Professional Services, and Support.
Serve as the voice of the customer at the executive table, championing improvements to process, product, and culture that enhance satisfaction and value realization.
Establish and track key metrics (NPS, CSAT, retention, expansion, time-to-value, support response/resolution) to measure success and drive accountability.
Customer Success & Renewals
Drive customer health, renewals, and expansion across the customer base through proactive success management and adoption strategies.
Engage with c-suite level customers to help support retention and expansion strategies for key accounts.
Partner with Product and Sales to create seamless handoffs and data-driven renewal forecasting.
Implement scalable frameworks for segmentation, QBRs, playbooks, and success plans that improve engagement across all customer tiers.
Professional Services & Implementation
Oversee pre- and post-sales consulting, onboarding, and training functions to ensure rapid time-to-value and strong product adoption.
Build repeatable delivery methodologies and profitability targets for the professional services business.
Collaborate with Sales and Product teams to define clear scopes of work and customer outcomes.
Customer Support
Lead the Support organization to deliver world-class service, efficient case resolution, and actionable customer feedback loops.
Implement systems, processes, and knowledge management practices that improve self-service and reduce response times.
Find additional ways to leverage AI driven solutions that provide quality support while freeing up support team member’s time.
Cross-Functional Alignment
Partner with Product, Engineering, and Marketing to translate customer insights into roadmap and enablement priorities.
Collaborate with Finance on budgeting, forecasting, and resource planning across CX functions.
Support GTM initiatives with customer advocacy, case studies, and reference programs.
Qualifications
15+ years of progressive leadership experience in Customer Success, Professional Services, or Customer Experience roles within B2B SaaS.
Proven success leading multi-disciplinary CX organizations (Success, Services, Support, Renewals) at a scaling or mid-market tech company.
Deep understanding of customer lifecycle management, adoption frameworks, and renewal/expansion levers.
Strong business acumen with ability to balance customer outcomes and commercial goals.
Ability to ravel to customer and trade events.
Exceptional people leadership and coaching skills; experience scaling teams through rapid growth.
Excellent communication, executive presence, and cross-functional collaboration skills.
Familiarity with tools such as CRM technologies, Zendesk, and modern CX tech stacks.
Bonus points if you have experience working in the Canadian Financial Services space.
Why you should apply:
Competitive Salaries with RRSP matching program
Generous paid vacay and sick days
A powerful Laptop
Budget for courses, books, and personal development
Peer to peer recognition and rewards
Team building events, happy hours, and off-sites
Parental leave benefits
About Maximizer
Maximizer is a leading Canadian tech company specializing in CRM solutions tailored for Financial Services, including Financial, Wealth, and Insurance Advisors. We are committed to empowering our partners and clients with innovative tools to grow their businesses.
Equal Employment Opportunity:
If you’re interested in a career with Maximizer CRM and are committed to striving for excellence, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.
About the Company
Maximizer is a trusted Canadian CRM platform built to help financial services and sales professionals grow relationships, drive results, and stay ahead of the curve. Used by more than 120,000 global customers, Maximizer is designed for fast deployment, powerful customization, and everyday usability. AI-assisted summaries and real-time exception alerts give users timely insights that go beyond traditional reporting—helping teams identify risks, act on opportunities, and make smarter decisions. Whether managing a growing pipel...
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