VP, Customer Experience — AI-Driven Growth (Remote)

Pacvue; United States; Remote; USD 215,000 - 250,000; Full time

Benefits offered by this job

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

Volunteer PTO (up to 2 days)

Paid Parental Leave

Wellhub membership

Peloton membership

Carrot fertility and family-building

Job summary

Pacvue seeks a VP of Customer Experience in the United States to lead world-class customer experiences by blending AI with human touch. You will oversee Customer Success, Support, and managed services, driving adoption, retention, and revenue expansion across our global brands.

You will sit on the executive team, shaping strategy and culture, partnering with product and marketing to deliver a seamless end-to-end journey and sustainable, scalable growth for a leading Commerce Media OS platform.

Qualifications

• 12+ years of experience in Customer Success, with at least 4+ years in leadership roles managing large accounts in B2B SaaS.
• Experience scaling CS teams at high-growth SaaS companies with GRR and NRR focus.

Responsibilities

• Drive a scalable Customer Success and Support strategy to increase product adoption and retention.
• Own the creation of a managed services department with human-led tech-assisted transition for customers.
• Oversee the sales organization and provide support to maximize revenue growth.
• Sit on the senior leadership team and shape company strategy while fostering a cohesive culture.
• Partner with product and marketing to ensure a cohesive customer journey from first touch to renewal.
• Build proactive health and engagement programs to mitigate churn and maximize value realization.
• Scale CS strategy across human and tech touchpoints to improve adoption and retention.
• Advocate for customer needs to influence product priorities and decisions.
• Develop and mentor a high-performing team with strong accountability and growth.
• Continuously optimize processes and workflows using customer analytics.

Skills

Leadership

Customer Success

Strategic planning

Cross-functional collaboration

Renewal strategy

Data-driven decisions

Tech-touch programs

CRM Salesforce

Revenue growth

People development

Analytics

Customer lifecycle management

Tools

Salesforce

Job description

Pacvue seeks a VP of Customer Experience in the United States to lead world-class customer experiences by blending AI with human touch. You will oversee Customer Success, Support, and managed services, driving adoption, retention, and revenue expansion across our global brands.

You will sit on the executive team, shaping strategy and culture, partnering with product and marketing to deliver a seamless end-to-end journey and sustainable, scalable growth for a leading Commerce Media OS platform.