Senior Vice President, Customer Experience
Decision Lens is seeking a dynamic and strategic Senior Vice President of Customer Experience to lead our customer success team and consulting services effort. This role will drive exceptional customer outcomes, expand our services offering, and ensure long-term customer retention and satisfaction across our Federal and State & Local government clients.
Duties and Responsibilities
- Lead and grow a high-performing team (currently 10 FTEs) responsible for onboarding, training and ongoing client engagement across 40 to 50 public sector customers.
- Champion customer intimacy by ensuring the team builds strong, trusted relationships that result in measurable impact, satisfaction, and contract renewals.
- Develop and implement strategies to enhance time-to-value and ensure customer goals are achieved through customer support and enablement.
- Partner with the Product team to ensure a seamless and positive technical experience for customers, including navigating complex access requirements, addressing hosting needs, and supporting integrations.
- Design, launch, and scale a new services offering to complement our software product—positioned to accelerate customer success.
- Build and manage a team of business analysts/consultants to support the services offering by leading onsite (DC area), short-term(6 months), high-touch engagements, followed by a transition to lighter-touch, long-term advisory roles.
- The purpose of this offering is to deepen engagement, reduce time-to-value, ensure impactful customer experiences, generate successful case studies that demonstrate value, gather actionable product feedback, and identify additional ways Decision Lens can support our customers' missions.
Executive Leadership
- Serve as a key member of the executive team, reporting directly to the president and contributing to company-wide strategic initiatives, customer retention goals, and revenue growth.
- Drive cross-functional alignment between product, sales, and marketing to ensure a seamless customer experience.
- Lead with emotional intelligence, accountability, and entrepreneurial thinking across the Customer Experience function.
Job Qualifications
- Bachelor’s degree is required.
- 10+ years of leadership experience in customer success, professional services, or consulting—preferably with a SaaS company serving public sector clients.
- Proven success building and managing high-performing teams focused on both customer support and consulting.
- Strong understanding of government customers (Federal, State and Local) and ability to operate within their unique constraints and requirements.
- Demonstrated ability to design and deliver scalable service offerings that generate revenue and enhance product value.
- Strong emotional intelligence and self-awareness, with a proven ability to collaborate cross-functionally, lead through influence, and drive results in a fast-paced, action-oriented environment.
- Comfortable in a remote-first environment with a distributed team.
- Must be eligible to obtain a U.S. security clearance.
Location: Remote (Washington, DC area preferred). Travel and onsite meetings are required. Decision Lens headquarters are located in Arlington, VA.
Company Overview
Decision Lens develops integrated planning software which modernizes how government prioritizes, plans, and funds. We have been transforming public sector planning since 2005, delivering the people, process and technology which empower agencies to effectively meet the needs of today while delivering the cutting-edge capabilities of tomorrow. Decision Lens is an innovative, tech-driven high growth company, ranked number one Best SaaS for Business Intelligence or Analytics by SaaS Awards and a certified “Great Place to Work” by the Great Place to Work Institute. Our client list includes the US Department of Defense including Navy, Army, Air Force and numerous other agencies: USDA, GSA, FAA, and USDOT.
Apply: Send your resume to careers@decisionlens.com
Decision Lens Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.