Reporting to the Chief Operations Officer, the VP of Customer Experience will serve as a key member of the leadership team and be responsible for leading the management, measurement, and enhancement of Inn-Flow’s customer experience. This leader will provide functional and technical leadership for all operational activities for customers, driving cross-functional delivery of systems and services to customers. They will also be responsible for developing and executing strategies to ensure exceptional customer experiences, drive customer satisfaction, and foster long-term customer relationships. The ideal candidate will be hands-on, self-motivated, and driven with a proven track record of success in providing CX leadership.
The VP of Customer Experience will:
- Own customer success, implementations, onboarding, support, and be responsible for effectively managing (recruiting/retaining and developing) the team, while instilling a strong culture of KPIs, metrics, and scalable methodologies.
- Develop and implement a comprehensive customer experience strategy that aligns with company goals and enhances the overall customer journey.
- Measure effectiveness of the team with data-driven processes, including defining and tracking operational metrics for the team, such as NRR, GRR, customer health scores, NPS, etc. Oversee adoption and implementation of new technology, equipment, and policies that may improve customer experience.
- Develop playbooks to enhance customer onboarding and training processes, increasing customer satisfaction and retention.
- Leverage customer feedback and data to identify areas for improvement and implement solutions and automations to enhance the customer experience.
- Design and implement effective onboarding processes to ensure new customers achieve success quickly and efficiently.
- Work closely with Product, Sales, and Marketing teams to ensure a seamless and integrated customer experience.
- Possess and deploy an up-to-date understanding of best practices in the industry.
- Contribute to building a “best place to work” and a winning culture that attracts and retains the best and the brightest.
Qualifications:
- Culture-add to the team: High energy, growth-mindset, intrinsically motivated, team-oriented, a proactive learner, well-rounded, and able to deliver customer value.
- Growth-stage software experience at scale ($10-$50M), preferable as the #1 CX leader.
- Experience building, leading, and mentoring strong post-sales teams (implementation, customer success, and support).
- Player/Coach: Ability to be hands-on and strategic in a high-growth environment.
- Strong understanding of SaaS metrics (NRR, churn, NPS, LTV, CAC, etc.).
- Experience implementing tools and processes that enable a digital customer success strategy focused on high-touch engagements with low-touch efficiency.
- Experience with a high-velocity, SMB customer base.
- Experience leveraging AI to drive efficiencies within the CX function.
- Experience working with private equity or venture capital is nice to have.
- Board room polish and prior experience presenting to a board of directors, nice to have.
- Lives in Raleigh, NC, or is willing to relocate.
A Little About Inn-Flow
One Solution. Built for Hotels. Inn-Flow operates at the intersection of hospitality and technology and is dedicated to solving the hotel industry’s most familiar challenges, enhancing efficiency, and driving performance. Our comprehensive suite of applications for Accounting, Labor Management, Procurement, and Sales, along with specialized Payroll and Bookkeeping Services, streamlines hotel operations. Emphasizing Automation, Integrations, and Visibility, our solutions not only stand strong on their own but also highlight Inn-Flow’s core strengths when combined.
Vision: Opening doors to a new era in the hospitality industry where operational mastery, employee satisfaction, and unforgettable guest experiences are made possible through Inn-Flow.
Mission: Our mission is to provide technology solutions that drive operational and financial excellence in the hotel industry, creating the opportunity for owners to invest in growth, employees, guests, and local communities.
Employee Benefits & Culture
We value the talent and dedication it takes to make Inn-Flow a leader in hotel ERP solutions. We are committed to rewarding our team with premium benefits, including health, dental, vision insurance, generous vacation time, 401 (k) investment and match opportunities, continuing education, and employee discounts at major hotel brands.
Equal Opportunity Employer
Inn-Flow is proud to be an Equal Opportunity Employer, upholding a work environment free from discrimination and harassment. We make our hiring decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, family status, or any other non-business consideration. We stand firmly against discrimination and harassment in any form.