VP Customer Experience

Location:Hybrid with 12 days per week in our Irvine CA office

About Us:

Were Helium 10 the leading Software company for Amazon sellers. We move fast really fast so we need someone who can keep up. Were experts at our craft (and if not we become experts fast! and we hold each other to a high standard. Why Were 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 highperforming 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 crossfunctional 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 crossfunctionally to identify and capitalize on upsell renewal and expansion opportunities while aligning on customer feedback product roadmaps and gotomarket strategies.
• Implement proactive customer health monitoring to drive engagement and mitigate churn risks.
• Continuously optimize and scale a seamless endtoend 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 highgrowth SaaS companies with a track record of driving both GRR and NRR.
• Strong leadership skills including experience in secondline management with a focus on mentoring coaching and developing team members.
• Demonstrated success in building crossfunctional relationships and driving revenue growth through a customercentric approach.
• Expertise in customer lifecycle management renewal strategies and customer health metrics.
• Experience designing and implementing techtouch 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 datadriven 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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Helium 10 is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race color religion sex national origin age sexual orientation gender identity gender expression veteran status or disability.