At a Glance
- Tasks: Lead the transformation of customer experience in the AI era and drive measurable outcomes.
- Company: Join ComplyAdvantage, a pioneering company fighting financial crime with cutting-edge AI technology.
- Benefits: Enjoy competitive salary, equity, unlimited time off, and a focus on work-life balance.
- Other info: Dynamic global team with opportunities for personal and professional growth.
- Why this job: Be at the forefront of redefining customer success in a rapidly evolving tech landscape.
- Qualifications: Proven leadership in B2B SaaS, with a strong focus on customer success and technical delivery.
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 sponsorship.
Preferred Qualifications:
- 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.
How we work:
- 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.
US Benefits:
- 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.
About us: Our mission is to empower every business to eliminate financial crime. By harnessing AI, a unified platform, and an extensive partner ecosystem, we help customers turn compliance into a catalyst for growth, operational resilience, and enduring regulatory trust. More than 3,000 enterprises across 75 countries rely on our end-to-end platform and the world’s most comprehensive financial crime risk intelligence. With full-stack agentic automation, we help organizations automate up to 95% of KYC, AML, and sanctions reviews, cut onboarding times by 50%, reduce false positives by 70%, and handle 7x more work with the same staff. ComplyAdvantage is headquartered in London and has global hubs in New York, Lisbon, Singapore, and Cluj-Napoca. It is backed by Balderton Capital, Index Ventures, Ontario Teachers’ Pension Plan, Goldman Sachs, and Andreessen Horowitz. Learn more about compliance re-engineered for the age of AI at complyadvantage.com.
VP, Customer Experience employer: Complyadvantage
At ComplyAdvantage, we pride ourselves on being an exceptional employer, offering a dynamic work environment where innovation thrives. Our commitment to employee growth is evident through our unlimited time off policy, annual learning budget, and opportunities for collaboration with talented professionals in the fight against financial crime. With a hybrid work model that fosters meaningful relationships and a focus on well-being, we ensure that our team members are empowered to excel both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land VP, Customer Experience
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Complyadvantage. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Complyadvantage before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VP, Customer Experience
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Complyadvantage:Your cover letter is your chance to shine! Tell us why you want to work at Complyadvantage specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Complyadvantage!
How to prepare for a job interview at Complyadvantage
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
