About the Role: As the VP of Customer Experience at Helium 10, you will set and execute the vision for how we deliver world-class customer experiences through the right mix of technology and human touch. You'll directly lead our customer-facing teams, leveraging both AI and people to drive product adoption and retention so that customers realize the full value of our technology, ultimately improving customer retention and revenue expansion. You have a deep understanding of how to build and scale a Customer Experience organization, and you know when to lean into human connection and when to lean into AI to optimize the experience and drive internal efficiency. Above all, you are a relentless customer advocate who ensures we always do right by the customer, balanced with doing right by the business.
Responsibilities: - Drive a comprehensive and scalable Customer Success and Support strategy that increases product adoption and retention, so customers realize the full value of our technology through the right mix of human touch and AI.
- Own the creation of our managed services department, from strategy and structure to team building and operational execution. Use a human-led approach powered by our technology to make the transition to Helium 10 simpler and less daunting for customers coming from other platforms, and build the foundation for sustainable, scalable growth in this new business line.
- Oversee our sales organization, equipping them with the support and systems needed to maximize their impact and drive revenue growth.
- Sit on the Helium 10 senior leadership team and shape company strategy while championing a strong, cohesive culture across all functions and levels. You'll be a key thought partner on business direction and bring your perspective to cross-functional decisions that impact the entire organization.
- Partner closely with product and marketing to make the entire customer journey, from first touchpoint to long-term retention, cohesive and seamless end to end. Identify and capitalize on expansion and renewal opportunities by helping already-thriving brands adopt more of our products and use the platform to its full capabilities, while translating customer feedback into actionable insights.
- Build a proactive customer health and engagement program that monitors key indicators, mitigates churn risk, and maximizes adoption and value realization across the customer lifecycle from onboarding through renewal.
- Scale our customer experience strategy across both human and tech touchpoints to enhance interactions, reduce friction, and improve adoption, satisfaction, and retention, leaning into human where it matters most and AI where it optimizes the experience and drives internal efficiency.
- Serve as the voice of the customer internally, advocating for customer needs and influencing product priorities and strategic decisions across the organization.
- Develop and empower a high-performing team through coaching and mentorship while driving accountability around key performance metrics. Foster a culture where growth and development are central to how we work.
- Continuously optimize processes, standardize playbooks and workflows, and leverage customer analytics and performance data to enhance efficiency, refine strategy, and ensure sustainable, scalable growth.
Skills & Qualifications: - 12+ years of experience in Customer Success, with at least 4+ years in leadership roles managing large accounts in B2B SaaS.
- Proven experience in scaling Customer Success teams at high-growth SaaS companies, with a track record of driving both GRR and NRR.
- Strong leadership skills, including experience in second-line management, with a focus on mentoring, coaching, and developing team members.
- Demonstrated success in building cross-functional relationships and driving revenue growth through a customer-centric approach.
- Expertise in customer lifecycle management, renewal strategies, and customer health metrics.
- Experience designing and implementing tech-touch customer success programs to engage and retain a large customer base preferred.
- Proficiency with CRM tools, particularly Salesforce, and experience implementing customer success software.
- Strong business acumen with the ability to make data-driven decisions and translate metrics into actionable insights.
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 $215,000-$250,000 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.
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