Vice President of Customer Experience - Remote

Overview

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).

In Short

• 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.
• Implement proactive customer health monitoring to drive engagement and mitigate churn risks.
• Continuously optimize and scale a seamless end-to-end customer experience.
• Improve and scale our tech touch strategy to enhance customer interactions.
• Foster a culture of coaching and growth, empowering team members.
• Leverage customer insights and analytics to refine strategy and ensure sustainable growth.
• Serve as the voice of the customer, driving product improvements.
• Continuously optimize processes within Customer Success & Support functions.

Requirements

• 8+ years of experience in Customer Success, with at least 4+ years in leadership roles.
• Proven experience in scaling Customer Success teams at high-growth SaaS companies.
• Strong leadership skills, including experience in second-line management.
• Demonstrated success in building cross-functional relationships.
• Expertise in customer lifecycle management and renewal strategies.
• Experience designing tech-touch customer success programs preferred.
• Proficiency with CRM tools, particularly Salesforce.
• Strong business acumen with the ability to make data-driven decisions.

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.
• Paid Parental Leave.