Head of Customer Experience

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🔥 55 minutes ago

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Forum Ventures

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

Artificial Intelligence • B2B • SaaS

Forum Ventures is a founder-first venture studio, accelerator, and pre-seed fund committed to building successful B2B SaaS companies. They engage with startups from inception, providing a unique support system by becoming an integral part of the founding team. Their expertise lies in AI-driven startup development, with a focus on early go-to-market strategies and fundraising. By leveraging a deep network and years of experience, Forum Ventures helps early-stage founders achieve significant traction and secure substantial funding. They provide a robust community of over 900 B2B SaaS founders, offering unparalleled support and resources to navigate the entrepreneurial journey from zero to one.

📋 Description

• Map and own the end-to-end implementation process — identify what's working, what isn't, and build repeatable frameworks that scale • Scope, price, and launch a professional services offering • Lead L1 and L2 customer support; triage, resolve, and loop in the product team where it matters • Run QBRs and manage account relationships; you own the health of the book • Serve as the voice of the customer internally. Synthesize what you're hearing on the front line, package it, and feed it back to product to shape the roadmap • Identify opportunities for upsells and account expansion

🎯 Requirements

• 6 - 10 years in a client-facing role. Consulting, agency, implementation, or professional services background strongly preferred • Commercial instincts: you understand what a healthy customer looks like, and you act before things go sideways • Technical literacy: You can translate between technical and business contexts without losing either side. • Working knowledge of AI/ML workflows or data-heavy products • High tolerance for ambiguity, context switching, and a fast-moving culture where the process is still being defined • Strong communicator: tight QBRs, clear escalations, credible in the room with senior stakeholders • Experience in fintech, compliance, or regulated-industry customer environments • Prior experience scoping or pricing professional services for enterprise customers • Early-stage startup experience