Vice President, Customer Experience

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

📋 Description

• Develop and implement a comprehensive and scalable Customer Success and Support strategy that enhances product adoption and retention by combining human interaction and AI effectively.

• Establish and expand the managed services department, encompassing strategy formulation, structural design, team development, and operational execution.

• Employ a human-led, technology-enhanced approach to facilitate seamless transitions for customers migrating from other platforms.

• Supervise the sales organization and provide support and systems to amplify impact and drive revenue growth.

• Participate in the Helium 10 senior leadership team, contributing to the shaping of company strategy and cross-departmental decisions.

• Collaborate with product and marketing teams to create a unified customer journey while identifying opportunities for expansion and renewal.

• Develop a proactive customer health and engagement program to track indicators, reduce churn risk, and maximize adoption and value realization.

• Scale the customer experience strategy across both human and technology interactions to enhance adoption, satisfaction, and retention.

• Act as the internal advocate for customers, influencing product priorities and strategic choices.

• Cultivate and empower a high-performing team through coaching, mentorship, and accountability for performance metrics.

• Streamline processes, standardize playbooks and workflows, and leverage customer analytics and performance data to drive scalable growth.

⛳️ Requirements

• Over 12 years of experience in Customer Success, with a minimum of 4 years in leadership roles managing large accounts in B2B SaaS.

• Demonstrated success in scaling Customer Success teams within high-growth SaaS companies, with a proven track record of improving both Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

• Strong leadership capabilities, including experience in second-line management, with an emphasis on mentoring, coaching, and developing team members.

• Proven ability to build cross-functional relationships and drive revenue growth through a customer-focused approach.

• Expertise in customer lifecycle management, renewal strategies, and customer health metrics.

• Preferred experience in designing and implementing tech-touch customer success programs to engage and retain a large customer base.

• Proficient in using CRM tools, especially Salesforce, and experienced in implementing customer success software.

• Strong business acumen with the capacity 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