Vice President, Customer Experience

Helium 10

. Set and execute the vision for delivering world-class customer experiences through the right mix of technology and human touch .

Posted 9/22/2026full-timeRemote • United StatesLead💰 $215,000 - $250,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success leadership, focusing on scaling teams, driving revenue growth, and optimizing customer engagement through data-driven strategies and technology integration. Proven ability to build cross-functional relationships and enhance customer experiences in a B2B SaaS environment.

Highest-signal resume keywords

Customer Success LeadershipB2B SaaS ExperienceCustomer Lifecycle ManagementCRM Proficiency (Salesforce)Data-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health MetricsRenewal StrategiesTech-Touch Customer Success ProgramsTeam BuildingOperational Execution

Soft Skills

MentoringCoachingCross-Functional CollaborationCustomer-Centric ApproachAccountability

Tools & Technologies

CRM ToolsCustomer Success Software

Industry Keywords

Customer Experience StrategyProduct AdoptionChurn MitigationRevenue GrowthCustomer Analytics

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

12+ 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 high-growth SaaS companies, with a track record of driving both GRR and NRR
Strong leadership skills, including experience in second-line management, with a focus on mentoring, coaching, and developing team members
Demonstrated success in building cross-functional relationships and driving revenue growth through a customer-centric approach
Expertise in customer lifecycle management, renewal strategies, and customer health metrics
Experience designing and implementing tech-touch 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 data-driven decisions and translate metrics into actionable insights

Benefits

Comp & perks

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
Additional annual bonus compensation through one of Pacvue’s highly attractive incentive plans