Pyramid Consulting Group, LLC
VP of Client Experience
Our client, a SaaS provider with clients in the fashion industry, is hiring a VP of Client Experience to join their team in Long Island on a hybrid schedule (3 days in‑office). This is not a sales role, but instead will focus on implementing and configuring software and adopting new features for new and existing clients.
Candidates must be able to travel between 20% and 25% of the time to meet with clients domestically. The company offers a generous PTO offering, health benefits, 401(k), year‑round "Summer Fridays," and tuition reimbursement.
Job Duties
Develop and maintain strong relationships with key decision makers and become a trusted advisor to clients
Execute comprehensive strategies to achieve positive client relationships and drive growth
Lead and mentor the client success team, ensuring individuals exceed client expectations
Provide training, resources, and support to maximize product/service utilization and drive customer adoption
Provide reports and updates to the executive and leadership team, offering insights and recommendations
Collaborate with cross‑functional teams to ensure seamless service delivery, client onboarding, and problem resolution
Attend industry events, conferences, and networking opportunities to enhance brand and develop new business opportunities
Collaborate with teams on strategic initiatives and client requests
Collaborate with other departments to align support services with overall company goals and customer needs
Set expectations for help desk and support managers
Facilitate collaboration between help desk and support teams, ensuring cohesive service delivery
Job Qualifications
8+ years of relevant leadership experience in customer success or a related function
5+ years of experience building relationships with executives with company‑level decision‑making authority
5+ years of experience with B2B SaaS companies
Bachelor’s Degree in Business or a related field preferred
Experience working within the retail industry highly preferred
Proven problem‑solving and decision‑making skills, with the ability to think strategically
Highly skilled at presenting in large groups, both in‑person and virtually
Excellent critical thinking and communication skills
Experience implementing internal processes for cross‑functional teams to deliver on customer needs
Salary: $220k annually + bonus
The description above is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, and qualifications required.
While PCG appreciates all applicants, only those qualified will be contacted. Thank you for your application. We look forward to hearing from you!
If you believe you are a great candidate for this position, and the salary listed does not meet your expectations, we would still love to speak to you! PCG, in good faith, believes that this posted range of compensation is the accurate range for this role at this location at the time of this posting. PCG and our clients may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future. This role may also be eligible for additional compensation including incentive pay, discretionary bonuses, and a comprehensive benefits package, details of which will be provided during the hiring process.
Pyramid Consulting Group, LLC is an Equal Opportunity Employer that takes pride in a diverse environment. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, marital or veteran status, disability, genetic information, or any other protected status under applicable law.
We will provide reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation during the application or hiring process, please contact HR@pyramidcg.com.
For positions subject to “Fair Chance” laws (including but not limited to California, Colorado, New York City, Los Angeles, and other jurisdictions), PCG will consider qualified applicants with arrest and conviction records in a manner consistent with applicable law.
Please refer to our website: www.pyramidcg.com for access to our Right to Work and E‑Verify.
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Candidates must be able to travel between 20% and 25% of the time to meet with clients domestically. The company offers a generous PTO offering, health benefits, 401(k), year‑round "Summer Fridays," and tuition reimbursement.
Job Duties
Develop and maintain strong relationships with key decision makers and become a trusted advisor to clients
Execute comprehensive strategies to achieve positive client relationships and drive growth
Lead and mentor the client success team, ensuring individuals exceed client expectations
Provide training, resources, and support to maximize product/service utilization and drive customer adoption
Provide reports and updates to the executive and leadership team, offering insights and recommendations
Collaborate with cross‑functional teams to ensure seamless service delivery, client onboarding, and problem resolution
Attend industry events, conferences, and networking opportunities to enhance brand and develop new business opportunities
Collaborate with teams on strategic initiatives and client requests
Collaborate with other departments to align support services with overall company goals and customer needs
Set expectations for help desk and support managers
Facilitate collaboration between help desk and support teams, ensuring cohesive service delivery
Job Qualifications
8+ years of relevant leadership experience in customer success or a related function
5+ years of experience building relationships with executives with company‑level decision‑making authority
5+ years of experience with B2B SaaS companies
Bachelor’s Degree in Business or a related field preferred
Experience working within the retail industry highly preferred
Proven problem‑solving and decision‑making skills, with the ability to think strategically
Highly skilled at presenting in large groups, both in‑person and virtually
Excellent critical thinking and communication skills
Experience implementing internal processes for cross‑functional teams to deliver on customer needs
Salary: $220k annually + bonus
The description above is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, and qualifications required.
While PCG appreciates all applicants, only those qualified will be contacted. Thank you for your application. We look forward to hearing from you!
If you believe you are a great candidate for this position, and the salary listed does not meet your expectations, we would still love to speak to you! PCG, in good faith, believes that this posted range of compensation is the accurate range for this role at this location at the time of this posting. PCG and our clients may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future. This role may also be eligible for additional compensation including incentive pay, discretionary bonuses, and a comprehensive benefits package, details of which will be provided during the hiring process.
Pyramid Consulting Group, LLC is an Equal Opportunity Employer that takes pride in a diverse environment. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, marital or veteran status, disability, genetic information, or any other protected status under applicable law.
We will provide reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation during the application or hiring process, please contact HR@pyramidcg.com.
For positions subject to “Fair Chance” laws (including but not limited to California, Colorado, New York City, Los Angeles, and other jurisdictions), PCG will consider qualified applicants with arrest and conviction records in a manner consistent with applicable law.
Please refer to our website: www.pyramidcg.com for access to our Right to Work and E‑Verify.
#J-18808-Ljbffr