VP, Client Experience

Vividly is the leading modern trade promotion management (TPM) solution built by and for the consumer packaged goods industry. From campaign creation to deductions management and promotion measurement, we help brands manage every element of trade spend. With our easy-to-use platform and industry-leading experience, we pride ourselves on our ability to bring businesses to the next level.

Not familiar with trade promotion spend?  That’s OK.  Most people aren’t.  It’s an $8 trillion dollar problem that is ripe for disruption by an innovative SaaS startup.  In order to grow, consumer packaged goods (CPG) brands spend 20% of their topline revenue to get into retailers and promote their products within those retailers.  The problem is that today 70% of those promotions are not ROI positive. This is because ROI is hard to track.  The industry operates on emails, pdfs, and xls spreadsheets. At Vividly, we’re solving this massive problem with exciting tactics including AI, Machine Learning, and Fintech and adding value to everyone in the chain. Some of our customers include brands you may use and love - Liquid Death, Amy’s, and Laird Superfoods.

The VP of Customer Experience will be responsible for the full post-sale lifecycle, overseeing Customer Success, Implementation, Support, CX Operations and Managed Services (Deductions Management Service). This leader will drive customer retention, NRR growth, service efficiency, and customer advocacy — balancing automation and AI-led innovation with high-touch partnership for strategic accounts.

This role will be pivotal in transitioning Vividly’s customer model as we move upmarket into mid-market and lower enterprise accounts, while simultaneously redefining our service approach for smaller customers (≤$50K ACV) through digital training and self-service enablement.

Customer Success & Retention

• Own Gross Dollar Retention (>88%) and Net Dollar Retention (>100%) targets across the business.
• Lead a team of Customer Success Managers (CSMs) focused on measurable outcomes, expansion, and executive-level relationship management.
• Partner with Product and Sales to ensure customer feedback directly informs roadmap priorities and upsell strategy.
• Re-architect the post-sale customer journey to align with our Mid-Market ICP ($100M–$2B brands) and tiered support model.

• Streamline implementation processes to maintain best-in-class time-to-value (avg. 6–8 weeks), even as deal sizes and complexity increase.
• Introduce scalable playbooks, milestone tracking, and project governance frameworks.
• Partner with Product to ensure onboarding automation and in-product guidance evolve in parallel with platform sophistication.

• Lead Support operations (Tier 1–3) to achieve high CSAT and rapid resolution times through automation, documentation, and AI-assist tools.
• Build out the Training function introduced in 2025 — creating scalable, high-quality digital learning experiences and integrating knowledge assets into AI systems for customer self-service.

• Drive profitability in DMS, balancing efficiency, quality, and automation.
• Partner closely with Product to reduce service dependency by enhancing the Deduction Reconciliation Module (DRM), aligning with the company’s long-term goal to “make the product so good that services become optional.”
• Oversee service pricing and delivery strategy to ensure sustainable margin growth (>40% GM).

• Lead and develop a 70+ person global organization with managers across CS, Implementation, Support, and DMS.
• Optimize org design and workflows to leverage AI-enabled processes and experienced, high-leverage teams.
• Champion a customer-centric culture rooted in Vividly’s values: Kind Ambition, Keep It Real, Customer Love, Own It, Urgency Wins, and Pull Together.
• Serve as an executive voice for customers in strategic planning and board-level discussions.

• 10+ years of post-sale leadership experience in B2B SaaS, ideally with exposure to vertical SaaS or financial workflow automation.
• Proven success scaling Customer Success and Services organizations from $10M → $30M ARR.
• Track record of managing multi-function CX teams (CS, Implementation, Support, Managed Service) with global and offshore components.
• Experience introducing tiered service models and self-service enablement for long-tail customers.
• Strong operational acumen: data-driven approach to capacity modeling, forecasting, and efficiency optimization.
• Familiarity with AI-driven support automation, knowledge management systems, and SaaS health metrics.
• Empathetic, pragmatic leader who thrives in high-growth, change-oriented environments.

A modern, remote-first workplace

We are committed to succeeding as a fully remote team, empowering you with the flexibility to thrive, no commute required. Every Vividly team member receives a stipend upon hire to help create a comfortable, productive home office.

Vividly days off & flexible PTO

For most USA holidays that fall on a Monday or Friday, we turn it into a 4 day weekend! Vividly also offers Flexible Time Off and we really mean it to help prevent burn out and fuel creativity.

Competitive benefits 

• Healthcare, Dental and Vision - We cover 100% of your monthly premiums and 50% of all dependents
• 401(k) - With a 3% employer contribution
• Weekly $20 Sharebite Meal Stipend - For every meal you purchase using your Sharebite stipend, they donate a meal!
• Monthly $50 Wellness Reimbursement - physical wellness, mental wellness, learning & development - we’ve got you!
• Monthly $200 Remote Work Stipend - Use it for your phone bill and internet

Commitment to our values - The Vividly Code

• Kind Ambition: We are ambitious but our desire to succeed does not mean unkind or unethical behavior. We push boundaries, deny norms and experiment. We do that with kindness. We are empathetic to the struggles and challenges other functions face.
• Keep it Real: We do not have time for games or politics. We are honest, transparent, and authentic. We celebrate our differences and our similarities with equal enthusiasm.
• Customer Love: The customer is at the heart of every decision - we love our customers. Everything starts and ends with them. We actively listen and anticipate their needs. We are trusted advisors. That sometimes requires tough love.
• Own It: We take responsibility for our work, our successes, and our failures. When we see something that needs to be done, we do it. If we can’t do it, we own finding somebody that can. Ownership helps us grow - be receptive if the right owner is you!
• Urgency Wins: We work with purpose and speed. We know that shorter time to value makes our customers more successful. We constantly wonder how we can do it faster. We fix things that are slowing us down, while still maintaining excellence. We know that the vast majority of decisions are reversible - we make them quickly. 
• Pull Together: We reach our goals faster when pulling in the same direction. We actively seek alignment - but not necessarily consensus. Siloed thinking is unwelcome and drives defensiveness and unhelpful friction. When things go wrong, we pull together to fix them.

Please note: Vividly will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time during the onboarding process. Vividly will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:

• Contact initiated via unsolicited text message or cold call. Vividly does not follow up with candidates through instant messaging applications.
• Our Talent Acquisition team only corresponds from email addresses with the domain ‘@govividly.com’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer.
• While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Vividly’s Careers page, or our official LinkedIn Company Page

The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud. If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Vividly is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators.