Job Opportunities API

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. What you'll own 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. What you'll drive 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. What you'll bring 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. Basic Qualifications: 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 sponso