About the Role: As a Scaled Customer Success Manager focused on Ads, you will build and manage our digital and 1:Many Customer Success strategies specifically for customers leveraging Helium 10 Ads and Amazon Seller Central advertising solutions. In this role, you will manage a broad portfolio of customers, ensuring their success by providing exceptional support and guidance through a one-to-many approach via developed playbooks, content delivery, metrics, and the right level of automation. You will also carry and grow a small book of direct customer relationships, blending scaled digital engagement with strategic 1:1 partnership.
To excel in this role, you will need complete command of the scaled customer success discipline, including program design, ads strategy, and cross-portfolio retention economics, with the judgment to set direction without relying on established playbooks. You will be at the forefront of designing innovative programs grounded in data insights about ad performance, campaign management, and ROI optimization. You'll be ready to adapt and iterate for continuous improvement while helping sellers maximize their advertising investment on Amazon.
Responsibilities: - Diagnose and solve diverse, undefined retention and expansion challenges across the ads portfolio, building new frameworks and precedent where none exist - including onboarding, adoption, renewal, and expansion strategy - rather than executing against a defined playbook.
- Become an expert on Helium 10 Ads and Amazon Seller Central advertising tools, including campaign management features, bid optimization, keyword targeting, and performance metrics. Utilize this knowledge to build scaled engagement strategies that drive advertising ROI and customer success.
- Manage a small book of direct business by maintaining strategic relationships with key accounts, conducting quarterly business reviews, identifying expansion opportunities within the ads product suite, and ensuring personalized support for high-value advertising customers.
- Familiarize yourself with the full suite of Helium 10 products with emphasis on ad-related tools and how they integrate with broader seller strategies. Help develop strategies that position advertising as a core growth lever for customer success.
- Become an expert on new Helium 10 ads products and enhancements, assisting in scaling awareness and adoption of new advertising features, campaign types, and optimization capabilities across your customer base.
- Utilize customer data to identify trends in ad performance, spend patterns, and campaign outcomes. Create targeted engagement campaigns for customers at different spots in their advertising journey, from campaign setup to advanced optimization and scaling.
- Exercise independent judgment on retention and expansion strategy across the full ads book, with decisions reviewed only at major milestones rather than in regular check-ins, given the direct impact on portfolio-wide revenue outcomes.
- Evaluate the self-serve experience for ads products and work to continually improve and evolve based on customer feedback and usage data. Partner with product teams to enhance the user experience for advertising features.
- Serve as the primary point of judgment for Support, Marketing, Product, and Brand Evangelists on ads-related customer strategy, shaping how those teams prioritize and execute educational resources and cross-functional initiatives..
- Iterate and test scaled program initiatives with emphasis on ads engagement, onboarding, and adoption campaigns. Track and report on results, customer feedback, and ROI improvements from your initiatives.
Skills & Qualifications: - 5+ years of experience in customer success, account management, or customer retention, with a demonstrated track record of owning end-to-end programs independently.
- Direct experience with Amazon Seller Central Ads (Sponsored Products, Sponsored Brands, Sponsored Display) or Helium 10 Ads platform. Hands-on knowledge of ad campaign management, budget allocation, bid strategies, and performance metrics.
- Deep understanding of Amazon advertising including campaign structures, bidding mechanics, keyword research and targeting, budget optimization, and ROI measurement. Ability to translate ad performance data into customer guidance.
- Strong understanding of customer lifecycle management and retention strategies, particularly within the context of growing customer advertising spend and campaign performance.
- Experience managing a book of business with direct customer relationships, ability to drive revenue growth through expansion, and comfort with both scaled 1:Many and strategic 1:1 customer engagement.
- Experience with automation tools, CRM software, and marketing platforms. Familiarity with customer data platforms and analytics tools that track ad performance.
- Excellent communication and interpersonal skills, with ability to explain complex advertising concepts in clear, actionable terms to sellers at varying experience levels.
- Own the ads scaled-CS strategy end-to-end with full autonomy over method and prioritization; reviewed only at key program milestones, not on a routine cadence.
- Strong data literacy with ability to analyze campaign performance data, identify trends, and make data-driven recommendations to customers and internally.
- Passion for helping customers succeed in their advertising journey and commitment to continuous improvement in both customer outcomes and internal processes.
Benefits: - Flexible Paid Time Off
- Paid Holidays and Floating Holidays
- Medical, Dental, Vision, FSA, HSA with employer contribution, Life Insurance and Pet Insurance
- 401k with Employer Match
- Take up to 2 Days of Paid Time Off to Volunteer with a 501c Organization
- Paid Parental Leave
- Company-subsidized membership to Wellhub and Peloton
- Fertility and family-building information platform through Carrot
The annual base salary range for this position is $85,000-$90,000 USD. The actual salary will vary depending on the applicant's experience, skills, and abilities as well as internal equity and market data for their location. This position is also eligible for an additional annual bonus compensation through one of Pacvue's highly attractive incentive plans, full details will be provided during the recruitment process.
#LI-Remote
