Scaled Customer Success Manager – Ads

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and oversee digital and 1:Many Customer Success strategies for clients utilizing Helium 10 Ads and Amazon Seller Central advertising solutions.

• Manage a diverse customer portfolio through the use of playbooks, content delivery, metrics, and automation.

• Cultivate and expand a limited number of direct customer relationships.

• Identify and address retention and expansion challenges throughout the onboarding, adoption, renewal, and expansion processes.

• Achieve expertise in Helium 10 Ads and Amazon Seller Central advertising tools.

• Create scalable engagement strategies that enhance advertising ROI and promote customer success.

• Conduct quarterly business reviews and pinpoint expansion opportunities within the advertising product suite.

• Acquaint yourself with Helium 10 products and advocate for advertising as a key growth lever.

• Increase awareness and utilization of new advertising features, campaign types, and optimization capabilities.

• Analyze customer data, advertising performance, spending patterns, and campaign results.

• Develop targeted engagement campaigns throughout customers’ advertising journeys.

• Utilize independent judgment regarding retention and expansion strategies across the advertising portfolio.

• Assess and enhance the self-serve ads experience based on customer feedback and usage data.

• Collaborate with product teams to improve advertising features and user experiences.

• Provide guidance to Support, Marketing, Product, and Brand Evangelists on ads-related customer strategies.

• Test and refine scaled program initiatives while tracking results, feedback, and ROI improvements.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, or customer retention, with a proven ability to independently manage end-to-end programs.

• Direct experience with Amazon Seller Central Ads (Sponsored Products, Sponsored Brands, Sponsored Display) or the Helium 10 Ads platform.

• Practical knowledge of ad campaign management, budget allocation, bid strategies, and performance metrics.

• In-depth understanding of Amazon advertising, including campaign structures, bidding mechanics, keyword research and targeting, budget optimization, and ROI measurement.

• Strong grasp of customer lifecycle management and retention strategies.

• Experience managing a business portfolio with direct customer relationships and driving revenue growth through expansion.

• Comfortable with both scaled 1:Many and strategic 1:1 customer engagement.

• Familiarity with automation tools, CRM software, and marketing platforms.

• Knowledge of customer data platforms and analytics tools that monitor ad performance.

• Exceptional communication and interpersonal skills, with the ability to convey complex advertising concepts clearly.

• Strong data literacy and the capability to analyze campaign performance data, recognize trends, and make data-driven recommendations.

• Capacity to independently oversee the ads scaled-Customer Success strategy from start to finish.

• A passion for helping customers succeed and a commitment to ongoing improvement.

🏝️ 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.

• 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 incentive plans.