Vice President of Customer Experience, Pacvue
1-2 days a week in office (Irvine, CA)
Commerce acceleration platform
Open for applications
Commerce acceleration platform
201-500 employees
Open for applications
1-2 days a week in office (Irvine, CA)
201-500 employees
Company mission
To provide the leading solutions that accelerate brands' success in the evolving commerce and retail media landscape.
Role
Who you are
- You have a deep understanding of how to build a Customer Experience organization, with a proven ability to scale teams, drive customer value, and align cross-functional efforts toward mutual customer and company success
- 8+ 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
What the job involves
- As the VP of Customer Experience at Helium 10, you will lead a high-performing team to deliver exceptional customer experiences that strengthen Product Adoption and Customer Satisfaction, ultimately driving gross revenue retention (GRR) and net revenue retention (NRR)
- This is a pivotal role in unlocking new growth opportunities through proactive customer relationship management and support excellence
- Drive a comprehensive and scalable Customer Success and Support strategy focused on maximizing gross revenue retention (GRR) and net revenue retention (NRR)
- Partner cross-functionally to identify and capitalize on upsell, renewal, and expansion opportunities while aligning on customer feedback, product roadmaps, and go-to-market strategies
- Implement proactive customer health monitoring to drive engagement and mitigate churn risks
- Continuously optimize and scale a seamless end-to-end customer experience, from onboarding to renewal, to enhance adoption, value realization, and satisfaction
- Improve and scale our tech touch strategy to improve customer interactions, adoption, value realization, and retention
- Foster a culture of coaching and growth, empowering team members while driving key performance metrics such as GRR, NRR, Product Adoption, and CSAT via public reviews
- Leverage customer insights and analytics to refine strategy, optimize team performance, and ensure sustainable growth
- Serve as the voice of the customer, driving product improvements and influencing strategic decisions across the organization
- Continuously optimize processes, standardize playbooks, workflows, and tools, and enhance efficiency within Customer Success & Support functions
Our take
Competing within the thriving eCommerce industry can be difficult without the right tools, particularly when it comes to data solutions. Businesses must leverage business intelligence data to personalize their advertising, optimize sales, and scale their business efficiently, and the fragmented and specialized nature of such data tools can leave companies juggling software platforms.
Pacvue provides an eCommerce platform for marketplace advertising, sales, and intelligence, designed to integrate directly with business platforms such as Amazon, Walmart Connect, and eBay. The platform provides access to business intelligence data within a customizable dashboard, enabling companies to automate repetitive business actions, facilitate omnichannel ads, optimize inventories, and produce actionable business insights.
While many companies offer data-driven features similar to those found on Pacvue's platform, what sets the company apart is its ability to consolidate the best tools into a single platform. This innovation is more than just a feature; it's a game-changer for businesses looking to streamline their operations and unlock the full potential of their data, positioning Pacvue as a leader in the eCommerce intelligence space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Company HQ
Lucerne - Higuera, Culver City, CA
Leadership
Rahul Choraria
(CEO)Rahul initially joined Pacvue as COO in 2022 before becoming CEO in 2024. Previously, they worked at Advent International and Vista Equity Partners, where they worked closely with management teams of B2B SaaS companies.
Salary benchmarks
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