Vice President, Customer Experience (AI/SaaS)

Location: US Remote

Annual base salary: $215,000–$250,000 USD, plus eligibility for an annual bonus.

Company

Pacvue and hirify.global provide commerce media and SMB solutions powered by AI, real-time data, and retail media technology.

What you will do

• Define and execute a scalable Customer Success and Support strategy focused on product adoption, retention, and customer value realization.
• Create and lead the managed services department, including its strategy, structure, team, and operational execution.
• Oversee the sales organization and provide the systems and support needed to drive revenue growth.
• Partner with product and marketing to improve the customer journey, renewals, expansion, and feedback loops.
• Build customer health and engagement programs that identify churn risk and improve adoption from onboarding through renewal.
• Lead customer-facing teams, standardize workflows, develop talent, and optimize performance through analytics and operational metrics.

Requirements

• 12+ years of Customer Success experience, including 4+ years in leadership roles managing large B2B SaaS accounts.
• Experience scaling Customer Success teams at high-growth SaaS companies and improving GRR and NRR.
• Strong second-line leadership, coaching, mentoring, and team development experience.
• Expertise in customer lifecycle management, renewals, customer health metrics, and data-driven decision-making.
• Proficiency with CRM tools, particularly Salesforce, and experience implementing customer success software.
• Demonstrated ability to build cross-functional relationships and drive revenue through a customer-centric approach.

Nice to have

• Experience designing and implementing tech-touch Customer Success programs for large customer bases.

Culture & Benefits

• Flexible paid time off, paid holidays, and floating holidays.
• Medical, dental, vision, FSA, HSA with employer contribution, life insurance, and pet insurance.
• 401(k) with employer match and paid parental leave.
• Up to two paid volunteer days with a 501(c) organization.
• Company-subsidized Wellhub and Peloton memberships, plus access to a fertility and family-building information platform.