VP Customer Journey

AVEVA is creating software trusted by over 90% of leading industrial companies. Salary Range: $202,900.00 - $338,100.00 This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.  Job Title:                               Vice President of Customer Journey Location:                              Philadelphia Employment Type:           Full-time The Job The Vice President of Customer Journey is responsible for architecting, aligning, and optimizing the end-to-end customer lifecycle to maximize customer value realization, retention, and revenue expansion. This role exists to ensure that every customer interaction from first engagement through renewal and advocacy is intentionally designed, measurable, and continuously improved. The VP of Customer Journey serves as the executive owner of lifecycle performance, transforming the customer experience into a structured growth engine that drives predictable Net Revenue Retention and long-term enterprise value. The position bridges Marketing, Sales, Product, Customer Success, and Operations to eliminate functional silos and establish a unified, customer centred operating model. By combining strategic vision, operational rigor, and data driven insight, this leader ensures that customer outcomes directly align with company growth objectives. Principal Accountabilities End‑to‑End Customer Lifecycle Strategy Develop clear, segmented journey maps across ICPs, verticals, and deal sizes. Define lifecycle stages with measurable entry/exit criteria. Establish standardized customer handoffs across Marketing, Sales, CS, and Product. Identify friction points and conversion drop-offs across the organization. Implement lifecycle playbooks that align internal teams around customer outcomes. Create governance frameworks to ensure consistent execution across segments. Onboarding & Activation Excellence Define and operationalize Time-to-Value (TTV) benchmarks. Design scalable onboarding frameworks for SMB, Mid-Market, and Enterprise customers. Improve onboarding conversion and product activation rates. Partner with Product to reduce implementation complexity. Create proactive onboarding risk signals. Develop success milestones that align with customer business objectives. Product Adoption & Value Realization Increase product engagement through lifecycle campaigns and usage triggers. Identify leading indicators of churn and expansion through product analytics. Partner with Product to align feature prioritization with customer insights. Create adoption programs for key features and new releases. Align customer health scoring with actual value realization metrics. Establish playbooks for re-engaging low-usage or dormant accounts. Retention & Expansion Improve Gross Revenue Retention (GRR) through proactive churn prevention. Increase Net Revenue Retention (NRR) through structured expansion motions. Design renewal readiness frameworks and expansion triggers. Partner with Customer Success and Sales to operationalize account growth strategies. Implement segmentation-based retention strategies. Build predictive models for churn and upsell likelihood. Customer Insights & Voice of Customer Build a structured Voice of Customer (VoC) program. Operationalize NPS, CSAT, and Customer Effort Score programs. Establish closed-loop feedback processes across teams. Translate qualitative and quantitative feedback into roadmap influence. Deliver executive-level reporting on customer sentiment trends. Identify systemic experience issues and lead cross-functional resolution. Journey Analytics, Systems & Technology Create unified lifecycle dashboards with clear KPI ownership. Implement cohort analysis to understand behaviour by segment and stage. Partner with Operations to optimize CRM, marketing automation, and CS platforms. Ensure clean data architecture and single customer view. Leverage automation to scale lifecycle engagement. Align reporting structures with revenue accountability. Experience 10–15+ years in SaaS leadership roles. Deep understanding of SaaS revenue models. Experience leading Customer Success, Growth, Operations, or Lifecycle Marketing. Demonstrated success improving retention and expansion metrics. Experience operating in growth-stage or enterprise SaaS environments Strong data and analytics capability. Experience implementing journey orchestration processes. Executive-level communication and influence. Proven cross-functional leadership. Commercial at AVEVA  Our Commercial team, comprised of over 2,000 dedicated colleagues, is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales, support, success managers, and business operations, everyone shares a common goal: to deeply understand our customers' needs and deliver tailored solutions.    If you're passionate about driving growth, tackling complex business challenges, and fostering strong customer relationships, you'll find success and fulfilment in our Commercial team.    Find out more: https://www.aveva.com/en/about/careers/  USA Benefits include: Flex work hours, 20 days PTO rising to 25 with service, three paid volunteering days, primary and secondary parental leave, well-being support, medical, dental, vision, and 401K. It’s possible we’re hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive. Find out more: aveva.com/en/about/careers/benefits/ Hybrid working By default, employees are expected to be in their local AVEVA office three days a week, but some positions are fully office-based. Roles supporting particular customers or markets are sometimes remote. Hiring process Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process. Find out more: aveva.com/en/about/careers/hiring-process About AVEVA AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals, and minerals – safely, efficiently, and more sustainably. We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/ Find out more: aveva.com/en/about/careers/ AVEVA requires all successful applicants to undergo and pass a drug screening and comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check.  Certain positions dealing with sensitive and/or third-party personal data may involve additional background check criteria. AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.  AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.