Vice President, Customer Experience

🕒 September 22

🏄 California – Remote

🏄 California – Remote

💵 $215k - $250k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 3%

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Pacvue

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Pacvue is a commerce acceleration platform that helps businesses optimize their online retail strategies across over 90 marketplaces. It offers a suite of advertising, sales, analytics, and intelligence solutions designed to elevate business performance. Pacvue's platform includes tools for digital shelf optimization, advertising automation, reporting, ecommerce sales management, and retail media management. With AI-powered recommendations, it enables companies to manage variables like pricing, promotion, and ad strategy effectively. Pacvue serves brands and agencies by providing insights for advertising, centralized data management, and campaign automation to drive market share and sales growth. Major brands like Duracell, Bissell, and Nestlé Purina leverage Pacvue's platform to boost their advertising performance on platforms such as Amazon and Walmart, achieving significant increases in sales and return on ad spend. The company empowers its clients with real-time insights, dynamic reporting, and strategic automation to streamline advertising campaigns and optimize bid strategies efficiently. It focuses on delivering comprehensive retail media incrementality and commerce management tools integrated into a single solution.

📋 Description

• Drive a comprehensive and scalable Customer Success and Support strategy that increases product adoption and retention through the right mix of human touch and AI • Create and build the managed services department, including strategy, structure, team building, and operational execution • Use a human-led, technology-powered approach to simplify transitions for customers moving from other platforms • Oversee the sales organization and provide support and systems to maximize impact and revenue growth • Sit on the Helium 10 senior leadership team and shape company strategy and cross-functional decisions • Partner with product and marketing to create a cohesive customer journey and identify expansion and renewal opportunities • Build a proactive customer health and engagement program to monitor indicators, mitigate churn risk, and maximize adoption and value realization • Scale customer experience strategy across human and technology touchpoints to improve adoption, satisfaction, and retention • Serve as the internal voice of the customer and influence product priorities and strategic decisions • Develop and empower a high-performing team through coaching, mentorship, and accountability for performance metrics • Optimize processes, standardize playbooks and workflows, and use customer analytics and performance data to drive scalable growth

🎯 Requirements

• 12+ years of experience in Customer Success, with at least 4+ years in leadership roles managing large accounts in B2B SaaS • Proven experience in scaling Customer Success teams at high-growth SaaS companies, with a track record of driving both GRR and NRR • Strong leadership skills, including experience in second-line management, with a focus on mentoring, coaching, and developing team members • Demonstrated success in building cross-functional relationships and driving revenue growth through a customer-centric approach • Expertise in customer lifecycle management, renewal strategies, and customer health metrics • Experience designing and implementing tech-touch customer success programs to engage and retain a large customer base preferred • Proficiency with CRM tools, particularly Salesforce, and experience implementing customer success software • Strong business acumen with the ability to make data-driven decisions and translate 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 • 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

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