Helium 10

Customer Support

• Set and execute the vision for delivering world-class customer experiences through the right mix of technology and human touch
• Directly lead customer-facing teams, leveraging AI and people to drive product adoption and retention
• Drive a comprehensive and scalable Customer Success and Support strategy
• Create and build the managed services department, including strategy, structure, team building, and operational execution
• Oversee the sales organization and provide the support and systems needed to maximize impact and drive revenue growth
• Sit on the senior leadership team and shape company strategy and cross-functional decisions
• Partner with product and marketing to create a cohesive customer journey and identify expansion and renewal opportunities
• Build a proactive customer health and engagement program to monitor indicators, mitigate churn risk, and maximize adoption and value realization
• Scale customer experience strategy across human and technology touchpoints
• Serve as the internal voice of the customer and influence product priorities
• Develop and empower a high-performing team through coaching, mentorship, and accountability for key metrics
• Optimize processes, standardize playbooks and workflows, and use customer analytics and performance data to drive scalable growth

Vice President, Customer Experience