VP of Client Success

VP of Client Success Pyxl - 4.3 Nashville, TN Job Details Full-time $130,000 - $155,000 a year 13 hours ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Vision insurance Qualifications Managing customer accounts Contractor management Customer relationship building Client onboarding Customer retention strategy Team leadership Operational management Upselling Opportunity Management Account development Performance management Managing clients in a customer support role Cross-selling Team development Hiring Project delivery management Revenue target achievement Leading team collaboration initiatives Sales pipeline management Client growth strategy HubSpot AI-driven automation Senior level Account management Project leadership Escalation handling Prototypes Under 1 year Senior leadership Team building Full Job Description Benefits Perks We Love Work from Anywhere We have offices in Charleston and Nashville, but you can work where you work best. Medical 100% Employer paid health, dental and vision coverage for employee. Time off Unlimited vacation days, 10 holidays, and unlimited sick days. Retirement planning A fully vested 401K through Guideline. Fun culture Regular company outings and casual attire.

HSA & FSA

matching

HSA & FSA

employee contribution matching. Summer fridays Half days on Fridays during the summer. Competitive compensation We compensate for the best accordingly. About Pyxl Pyxl is an 18-year full-service digital agency with offices in Nashville and Charleston and a remote-first team across the U.S. We serve B2B and DTC brands across four practice tracks: Digital Strategy & Performance Marketing, eCommerce Growth, UX/AI Interface Design, and Engineering. Our AI services practice — spanning strategy, prototyping, design, and engineering — is one of our fastest-growing offerings. We hold HubSpot Diamond Partner status and have been profitable since founding. We are lean by design. We do not staff for appearance or manage by headcount. We invest in people who take ownership, build things that work, and raise the bar for the people around them. We are building a company where AI is the infrastructure, humans own the judgment, and clients see the difference. This is a senior leadership role for a proven operator who is ready to own a consequential function at a company that is genuinely doing things differently. The Role You own everything that happens after a contract is signed. Two directors report to you — Director of Production and Director of Delivery — and you are accountable for making those functions operate as a single, seamless engine that clients experience as one team. This is a full ownership role. You arrive with a point of view, assess what is working and what needs to change, and build or rebuild accordingly. There is no bureaucracy to work around, no approval layer slowing you down, and no ambiguity about who is accountable for client outcomes. That is you. The Opportunity Pyxl is not a traditional agency. We are a remote-first, AI-powered digital agency that operates lean by design — flat structure, high autonomy, high expectations, and a performance culture that rewards results over tenure. We have been building and evolving for 18 years, completed two acquisitions now fully integrated, and are on an active trajectory toward $10M in annual revenue. We are also in the early stages of deploying Pyxl Intelligence, our own proprietary AI Hub, which is redefining how we work internally and how we deliver for clients. We serve B2B and DTC brands — from mid-market eCommerce operators scaling on Shopify and Klaviyo to enterprise companies building AI-powered interfaces and custom engineering solutions. We hold HubSpot Diamond Partner status and operate across four practice tracks: Digital Strategy & Performance Marketing, eCommerce Growth, UX/AI Interface Design, and Engineering. Our AI services practice spans the full delivery spectrum — strategy, prototyping, design, and engineering — and represents one of our fastest-growing client offerings, delivered alongside our internal Pyxl Intelligence platform. We are hiring a VP of Client Success to own the full post-sale client engine. This is one of the most consequential hires we have made in years — the person who takes this role will have direct, measurable impact on our revenue, our client relationships, and the trajectory of the business. We are looking for a leader who has a strong point of view, operates independently, and is genuinely excited to build inside a company that has rejected the traditional agency playbook. What You Own Client retention — you are accountable for churn across the full portfolio. You know every account's health at all times and no client leaves without you seeing it coming. Revenue and net revenue retention — the portfolio grows from within. Expansion from existing clients is a core expectation, built into how this role is measured and compensated. Client reviews — you own the cadence of strategic client conversations across all accounts. Pyxl Intelligence surfaces the data and generates the client-facing prototypes. You ensure the conversations are happening and driving decisions. Delivery quality — you are the escalation owner when delivery is breaking. You own the standard and remove the blocker. Client onboarding — you own the transition from Sales to Delivery. Clients feel continuity, not handoff. Director development — you hire, develop, and hold accountable the Director of Production and Director of Delivery. Expansion pipeline — you identify cross-sell and upsell opportunities across the portfolio and partner with leadership to close them. How We Measure Success Client and revenue retention are the primary measures of performance in this role. These are the targets you are hired to hit: Revenue retention rate: 90%+ annually — this is the floor Net revenue retention: 100%+ — expansion from existing clients is expected to offset any churn Client retention rate: 85%+ on an annual basis Zero surprise churns — a client leaving without warning is a system failure, not bad luck Expansion pipeline maintained and tracked monthly in HubSpot across the full client base AI at Pyxl Pyxl is an AI-first agency. This is an operating commitment, not a marketing position. AI runs through every function — every workflow starts in Claude before a human adds judgment. We are currently in alpha on Pyxl Intelligence — our proprietary AI Hub built on Claude. When fully deployed, Pyxl Intelligence will handle the coordination, documentation, and reporting layer that has historically consumed senior leaders' time. Client-facing deliverables produced as interactive Claude prototypes. Account health monitored continuously, not compiled manually. Status and reporting automated, not written. For this role, that means your bandwidth goes to judgment, relationships, and leadership — not administration. We are looking for someone who already operates this way, has thought carefully about what AI means for client delivery, and will set the standard for their team. From day one you will be set up with a dedicated Pyxl Claude Project loaded with client context, account history, SOW library, and operational playbooks. This is your primary working environment. How We Work Pyxl runs flat. There are no politics, no unnecessary layers, and no committee decisions. Leaders own their functions and are trusted to run them. What we ask for in return is accountability, transparency, and a standard of work that matches the ambition of the business. Our resourcing model is a deliberate blend of full-time employees, part-time specialists, and contractors, including nearshore resources. This is not a limitation — it is how we stay lean and scale efficiently. The right leader for this role knows how to build performance standards and accountability across a distributed, mixed-employment team and has done it before. Pyxl has HubSpot as its operational backbone and Asana as its delivery platform. AI runs through everything — from how we brief, plan, and report to how we communicate with clients. If you are used to an agency where tools are an afterthought and process is the product, this will feel different. What We're Looking For We are not screening for years of experience or agency pedigree. We are looking for a leader who has delivered results, thinks differently about client success, and is ready to operate at a company that has deliberately moved away from how traditional agencies work. The right candidate will recognize themselves in the following: You have run a client success, account management, or delivery function at a services company and can speak specifically to the retention rates and expansion revenue you produced — not just the accounts you managed You have led distributed, mixed-employment teams — FTE, contractors, nearshore — and built accountability into all of them You have a clear, practiced point of view on how AI is changing client delivery and you are already operating in an AI-first workflow You communicate directly with clients and leadership alike — you bring hard news early, you do not over-engineer the message, and your clients trust you because of it You have seen what the traditional agency client services model looks like and you know exactly what is broken about it You thrive with ownership and operate well without a lot of structural support — you are the person who builds the structure, not the one who waits for it Compensation Base salary: $130,000-$155,000 depending on experience and demonstrated results Annual performance bonus: target 15% of base, paid annually, tied to two metrics across the full client portfolio Revenue retention (70% of bonus): no payout below 90%; 75% payout at 90-94%; full payout at 95-99%; 125% payout at 100%+ Net revenue retention (30% of bonus): no payout below 100% NRR; full payout at 100-104%; 125% payout at 105%+ Benefits per Pyxl standard package Total on-target earnings at full bonus: $150,000-$178,250 How to Apply Send us a resume and a short note — three paragraphs, not three pages — that covers: (1) the most complex portfolio you have run and what made it complex, (2) a specific example of how AI has changed your day-to-day work, and (3) the kind of environment where you do your best work. We read every application with a cover letter. Resumes without cover letters specific to this job will not be considered. Thank you in advance for your interest!