VP of Customer Experience role at Helium 10 leading customer-facing teams to drive product adoption and retention using AI and human touch. Responsibilities include developing scalable customer success and support strategies, creating managed services, overseeing sales support, shaping company strategy, partnering with product and marketing, building customer health programs, scaling customer experience, advocating for customers internally, developing teams, and optimizing processes. Requires 12+ years in Customer Success with 4+ years in leadership in B2B SaaS, experience scaling teams, strong leadership and business acumen, proficiency with CRM tools like Salesforce, and expertise in customer lifecycle and renewal strategies. Benefits include flexible PTO, paid holidays, medical and other insurance, 401k match, volunteer days, paid parental leave, and wellness memberships.
What you'll do
Drive a comprehensive and scalable Customer Success and Support strategy that increases product adoption and retention through the right mix of human touch and AI
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Own the creation of the managed services department, from strategy and structure to team building and operational execution
Oversee the sales organization, equipping them with support and systems to maximize impact and drive revenue growth
Participate in senior leadership team and shape company strategy while championing a strong, cohesive culture
Partner closely with product and marketing to make the entire customer journey cohesive and seamless
Build a proactive customer health and engagement program to monitor key indicators, mitigate churn risk, and maximize adoption and value realization
Scale customer experience strategy across human and tech touchpoints to enhance interactions, reduce friction, and improve adoption, satisfaction, and retention
Serve as the voice of the customer internally, advocating for customer needs and influencing product priorities and strategic decisions
Develop and empower a high-performing team through coaching and mentorship while driving accountability around key performance metrics
Continuously optimize processes, standardize playbooks and workflows, and leverage customer analytics and performance data to enhance efficiency and ensure sustainable 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
Tech stack
AICRMSalesforcecustomer success software
Benefits
Flexible Paid Time OffPaid Holidays and Floating HolidaysMedical, Dental, Vision, FSA, HSA with employer contribution, Life Insurance and Pet Insurance401k with Employer MatchTake up to 2 Days of Paid Time Off to Volunteer with a 501c OrganizationPaid Parental LeaveCompany-subsidized membership to Wellhub and PelotonFertility and family-building information platform through Carrot
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