Head of Customer Experience and Product Marketing

  • Location: Remote
  • Department: Customer
  • Employment Type: Full-time

What’s in it for you?

This role is deliberately wide. You would own what customers experience after they sign up and how the product gets explained to the people who have not yet. Those two jobs sit in different departments at most companies, which is exactly why the story and the reality drift apart.

Here they are the same job, held by one person, with the tools to cover the ground a team normally covers.

About the team and the opportunity

Customers learn Paciva by asking Pax, which raises the bar on onboarding, on the help center, and on every word of product copy. There is no thick manual to fall back on, and that is by design.

You would own support, success, onboarding, the help center, product marketing, and the content that carries it. You will be handed the current version of each and given room to run.

What the role covers

You own what happens after signup and how the product gets explained to people who have not signed up. That covers onboarding, support, success, the help center, product marketing, and the content behind it. You tag every capability claim as live, partial, or direction and hold that line under pressure. You own retention and expansion as measured outcomes, and you route what support hears into the product roadmap.

What you will work on

  • Own onboarding, support, and success from first login through renewal
  • Run the help center and keep it honest as the product moves
  • Write product marketing that matches what the product actually does today
  • Tag every capability claim as live, partial, or direction, and hold the line
  • Turn customer language into the words the company uses
  • Build the feedback loop from support into the product roadmap
  • Own retention and expansion as measured outcomes, not soft goals

What we need from you

  • 6+ years across customer facing and marketing roles, with real ownership in both
  • Excellent writing, since most of this job is writing
  • Comfort telling a founding team a claim is not ready
  • Experience building support and success from a small base
  • Fluency with AI tools, because this role covers a team’s worth of ground
  • Steadiness under a wide scope and a fast moving product

Working at Paciva

About Paciva

Paciva is an early stage company with people in Miami, Florida and Austin, Texas. The team works fully remote. Pax is an executive assistant for individuals and a chief of staff to organizations. It connects to the services you already use and does real work end to end, rather than reporting back on what needs doing.

The company is founder led and privately held. Every role we post is a first hire for its domain, which means you set the standard rather than inherit one, and you work with the founders directly rather than through layers.

Compensation and benefits

Compensation is set by role scope, experience, skills, location, market data, and internal equity. Every role carries meaningful equity, because the person who builds a domain from nothing should own part of what they build. For sales roles, compensation combines base salary with variable incentive pay, and the target is stated as on target earnings.

We cover pay and benefits in full in the first conversation, before you spend time on a process. Ask early and we will answer.

Remote work and travel

Every role here is remote. Paciva has people in Miami and Austin, and the team works across time zones. That puts weight on clear written communication, ownership, practical collaboration, and dependable follow through. Most roles include occasional travel for team meetings, customer sessions, company events, or off sites.

How we hire

We read every application. If your experience does not match the list above but you have done work that shows you can do this job, put that at the top.

The process is short and the founders run it. You will spend time on a real problem from the role rather than a hypothetical, and you will meet the people you would work with every day, because there are not many of us. We tell you where you stand at each step and we do not leave anyone waiting.

You are welcome to use AI tools when you apply. We build them. What we want to see is your judgment, so tell us where you used a tool and what you changed about its output.

Accommodations and applicant privacy

If you need a reasonable accommodation to take part in any stage of this process, tell us. You do not need to share medical detail. We will work out what lets you participate fully.

For how we handle the information you send us when you apply, see our applicant privacy notice at https://trust.paciva.ai/ 

Recruiting scam notice

Paciva recruiters only contact candidates from paciva.ai email addresses. We will never ask for money, fees, or banking information at any point before your first day. If a message looks off, do not click anything in it. Come back to paciva.ai and check the open roles here.

Equal opportunity

Paciva is an equal opportunity employer. We make employment decisions based on qualifications, merit, business needs, and role fit. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, marital status, pregnancy, caregiver status, or any other status protected by applicable law.