VP, Customer Experience

Location: Hybrid with 1-2 days per week in our Irvine, CA office

About Us: 

We’re Helium 10 a Pacvue company, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We’re shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to problems. 

About the role: 

As the VP of Customer Experience at Helium 10, you will lead a high-performing team to deliver exceptional customer experiences that strengthen Product Adoption and Customer Satisfaction, ultimately driving gross revenue retention (GRR) and net revenue retention (NRR). You have a deep understanding of how to build a Customer Experience organization, with a proven ability to scale teams, drive customer value, and align cross-functional efforts toward mutual customer and company success. This is a pivotal role in unlocking new growth opportunities through proactive customer relationship management and support excellence. 

Responsibilities: 

• Drive a comprehensive and scalable Customer Success and Support strategy focused on maximizing gross revenue retention (GRR) and net revenue retention (NRR).
• Partner cross-functionally to identify and capitalize on upsell, renewal, and expansion opportunities while aligning on customer feedback, product roadmaps, and go-to-market strategies.
• Implement proactive customer health monitoring to drive engagement and mitigate churn risks.
• Continuously optimize and scale a seamless end-to-end customer experience, from onboarding to renewal, to enhance adoption, value realization, and satisfaction.
• Improve and scale our tech touch strategy to improve customer interactions, adoption, value realization, and retention.
• Foster a culture of coaching and growth, empowering team members while driving key performance metrics such as GRR, NRR, Product Adoption, and CSAT via public reviews.
• Leverage customer insights and analytics to refine strategy, optimize team performance, and ensure sustainable growth.
• Serve as the voice of the customer, driving product improvements and influencing strategic decisions across the organization.
• Continuously optimize processes, standardize playbooks, workflows, and tools, and enhance efficiency within Customer Success & Support functions. 

Skills & Qualifications 

• 8+ 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: 

• Paid Holidays and Floating Holidays
• Medical, Dental, Vision, FSA/HSA, 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 

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