Vice President, Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and implement the vision for providing exceptional customer experiences by effectively blending technology and personal interaction.

• Directly manage customer-facing teams, utilizing AI and human resources to enhance product adoption and customer retention.

• Develop a comprehensive and scalable Customer Success and Support strategy.

• Create and develop the managed services department, encompassing strategy, structure, team formation, and operational execution.

• Supervise the sales organization, supplying the necessary support and systems to maximize impact and foster revenue growth.

• Participate in the senior leadership team, influencing company strategy and cross-departmental decisions.

• Collaborate with product and marketing teams to craft a unified customer journey and pinpoint expansion and renewal opportunities.

• Establish a proactive customer health and engagement program to track indicators, reduce churn risk, and enhance adoption and value realization.

• Expand customer experience strategy across human and technological touchpoints.

• Act as the internal advocate for the customer, influencing product development priorities.

• Cultivate and empower a high-performing team through coaching, mentorship, and accountability for key performance metrics.

• Streamline processes, standardize playbooks and workflows, and leverage customer analytics and performance data to drive scalable growth.

⛳️ Requirements

• Over 12 years of experience in Customer Success, with a minimum of 4 years in leadership roles managing large accounts in a B2B SaaS environment.

• Demonstrated experience in scaling Customer Success teams within high-growth SaaS companies, with a proven track record of driving both Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

• Strong leadership capabilities, including second-line management experience, emphasizing mentoring, coaching, and team member development.

• Proven success in fostering cross-functional relationships and driving revenue growth through a customer-centric strategy.

• Expertise in customer lifecycle management, renewal strategies, and customer health metrics.

• Experience in designing and executing tech-touch customer success programs to engage and retain a large customer base is preferred.

• Proficiency in CRM tools, especially Salesforce, along with experience in implementing customer success software.

• Strong business acumen, with the ability to make data-driven decisions and convert metrics into actionable insights.

🏝️ Benefits

• Flexible Paid Time Off.

• Paid Holidays and Floating Holidays.

• Medical, Dental, Vision, FSA, HSA with employer contribution, Life Insurance, and Pet Insurance.

• 401k with Employer Match.

• Opportunity to take up to 2 Days of Paid Time Off to Volunteer with a 501c Organization.

• Paid Parental Leave.

• Company-subsidized membership to Wellhub and Peloton.

• Fertility and family-building information platform through Carrot.

• Additional annual bonus compensation through one of Pacvue’s highly attractive incentive plans.