Vice President, Customer Experience

Job not on LinkedIn

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $215k - $250k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Helium 10

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🛍️ eCommerce

☁️ SaaS

📣 Marketing

eCommerce • SaaS • Marketing

Helium 10 is an all-in-one software platform designed to help Amazon and Walmart sellers optimize their e-commerce businesses. It provides a suite of over 30 tools to enhance product research, keyword discovery, listing optimization, and advertising strategies. Helium 10 enables sellers to make data-driven decisions, automate time-consuming tasks, manage inventory, and maximize profits. The platform is suitable for both new sellers and established businesses, offering insights and analytics to ensure a profitable e-commerce venture.

📋 Description

• Set and execute the vision for delivering world-class customer experiences through the right mix of technology and human touch • Directly lead customer-facing teams, leveraging AI and people to drive product adoption and retention • Drive a comprehensive and scalable Customer Success and Support strategy • Create and build the managed services department, including strategy, structure, team building, and operational execution • Oversee the sales organization and provide the support and systems needed to maximize impact and drive revenue growth • Sit on the senior leadership team and shape company strategy and cross-functional decisions • Partner with product and marketing to create a cohesive customer journey and identify expansion and renewal opportunities • Build a proactive customer health and engagement program to monitor indicators, mitigate churn risk, and maximize adoption and value realization • Scale customer experience strategy across human and technology touchpoints • Serve as the internal voice of the customer and influence product priorities • Develop and empower a high-performing team through coaching, mentorship, and accountability for key metrics • Optimize processes, standardize playbooks and workflows, and use customer analytics and performance data to drive scalable growth

🎯 Requirements

• 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 • Additional annual bonus compensation through one of Pacvue’s highly attractive incentive plans