Vice President of Customer Experience

About This Role

Humanitru is an integrations-first software platform for nonprofits that empowers organizations to centralize their data and streamline their operations. By connecting with leading platforms like Mailchimp, Classy, DonorSearch, and other best-in-class tools, Humanitru replaces legacy CRMs and eliminates data silos, giving nonprofits a unified view of their supporters and operations.

We're seeking a results oriented Vice President of Customer Experience eager to make a huge impact at a high-growth SaaS company working with high-impact nonprofits as we continue to expand across the country. You'll report directly to the COO and manage our success & implementations teams to deliver business outcomes and project manage key initiatives.

What You'll Do

• Define the processes and steps for creating, managing, and ultimately delivering the Humanitru customer journey and experience
• Build a customer-centric culture on the Customer Experience team
• Communicate with internal and external stakeholders to understand pain points and translate them into process and product improvements
• Collaborate with Sales, Marketing, and Product teams to align strategy
• Research industry trends, competitor offerings, and emerging technologies relevant to nonprofit technology and customer experience departments
• Manage Pod Model of Customer Success Managers
• Oversee feature launch strategies, creating internal and external resources as necessary
• Scope product requests for development consideration and road map implementation
• Plan budgets, staffing, and expense priorities
• Maximize customer satisfaction and retention
• Drive long term customer loyalty and business growth
• Monitor customer health metrics, analyze usage patterns, and generate reports to identify trends and inform strategic decisions
• Develop a value-based customer communication plan with marketing team
• Create scalable systems to identify at-risk customers as well as opportunities for upsell
• Maintain and implement changes to the existing customer success playbook
  
  

What You'll Accomplish

• 93% Gross Revenue Retention
• 108% Net Revenue Retention
• NPS
• CSAT
• 90% Hiring Success Rate
  
  

Why Humanitru?

At Humanitru, we are more than just a company—we’re a team of passionate individuals who care deeply about the work we do and the impact we make. We are a remote-first company headquartered in Richmond, VA, offering the flexibility to work from wherever you thrive while staying connected to a collaborative, supportive, and dynamic team.

We believe in the power of teamwork and innovation, and every member of our team is a valued contributor to our shared success. We foster an inclusive culture where new ideas are encouraged, diverse perspectives are celebrated, and everyone has the opportunity to make their voice heard. Collaboration is at the heart of everything we do, and we love tackling challenges together, whether it’s brainstorming creative campaigns, fine-tuning strategies, or celebrating a job well done.

What sets us apart is our passion for the nonprofit sector and our dedication to our clients. We partner with mission-driven organizations, helping them achieve more through innovative technology and thoughtful support. When our clients succeed, we celebrate right alongside them—because their victories are our victories.

At Humanitru, you’ll find not just a workplace but a mission-driven environment where you can grow, make an impact, and help uplift the nonprofit sector. As a minority-and-woman-founded company, we are committed to diversity, equity, and inclusion—values that shape both our internal culture and the work we do every day.

If you’re looking to join a team where your ideas, talents, and contributions matter—and where your work has the potential to make a meaningful difference—Humanitru is the place for you.

Humanitru Perks

We believe in creating an environment where our team members can thrive both professionally and personally. As a fully remote workplace, we offer the flexibility to work from wherever you feel most productive—whether that’s your home office, a coworking space, or your favorite coffee shop. To help you succeed in a remote work environment, we also provide a home office reimbursement to help ensure you have the tools and setup you need to do your best work.

To support work-life balance, Humanitru provides unlimited paid time off, encouraging you to take the time you need to recharge and focus on what matters most.

We also prioritize your future and well-being by offering a comprehensive benefits package. Our team members have access to a 401(k) retirement savings plan, as well as health insurance options where Humanitru covers 85% of employee premiums and 75% of dependent premiums. Additionally, our generous parental leave policy supports you and your family during life’s most important moments.

At Humanitru, we’re proud to foster a culture that values flexibility, innovation, and the well-being of our team as we work together to make a difference for nonprofits everywhere.

Ready to Join Us?

If you’re excited about using your product experience to make a real impact, we’d love to hear from you! Apply today and help us empower and uplift the nonprofit sector through innovative technology.

Compensation Range: $130K - $145K