Vice President, Customer Experience

Vice President, Customer Experience US Remote Apply About Us: Pacvue is the leading Commerce Media OS, powering over $12B in advertising spend across 100+ global retail media networks including Amazon, Walmart, Target, Kroger, Instacart, Criteo, and CitrusAd. Powered by industry-leading AI and real-time data, Pacvue enables over 70,000 brands and agencies to maximize advertising performance, drive incrementality, and expand reach across the commerce universe from a single mission control. As of 2025, Pacvue powers 12% of total retail media ad spend worldwide excluding China. Combined with Helium 10’s SMB solutions, Pacvue delivers the industry’s most comprehensive platform for businesses of all sizes. At Pacvue and Helium 10, great careers don’t just happen — they’re built. Here, you’ll rise as an industry leader, push the boundaries of innovation, own your journey, and thrive as part of an inclusive global community that’s redefining the future of commerce. About the Role: As the VP of Customer Experience at Helium 10, you will set and execute the vision for how we deliver world-class customer experiences through the right mix of technology and human touch. You'll directly lead our customer-facing teams, leveraging both AI and people to drive product adoption and retention so that customers realize the full value of our technology, ultimately improving customer retention and revenue expansion. You have a deep understanding of how to build and scale a Customer Experience organization, and you know when to lean into human connection and when to lean into AI to optimize the experience and drive internal efficiency. Above all, you are a relentless customer advocate who ensures we always do right by the customer, balanced with doing right by the business. Responsibilities: - Drive a comprehensive and scalable Customer Success and Support strategy that increases product adoption and retention, so customers realize the full value of our technology through the right mix of human touch and AI.

- Own the creation of our managed services department, from strategy and structure to team building and operational execution. Use a human-led approach powered by our technology to make the transition to Helium 10 simpler and less daunting for customers coming from other platforms, and build the foundation for sustainable, scalable growth in this new business line. - Oversee our sales organization, equipping them with the support and systems needed to maximize their impact and drive revenue growth. - Sit on the Helium 10 senior leadership team and shape company strategy while championing a strong, cohesive culture across all functions and levels. You'll be a key thought partner on business direction and bring your perspective to cross-functional decisions that impact the entire organization. - Partner closely with product and marketing to make the entire customer journey, from first touchpoint to long-term retention, cohesive and seamless end to end. Identify and capitalize on expansion and renewal opportunities by helping already-thriving brands adopt more of our products and use the platform to its full capabilities, while translating customer feedback into actionable insights. - Build a proactive customer health and engagement program that monitors key indicators, mitigates churn risk, and maximizes adoption and value realization across the customer lifecycle from onboarding through renewal. - Scale our customer experience strategy across both human and tech touchpoints to enhance interactions, reduce friction, and improve adoption, satisfaction, and retention, leaning into human where it matters most and AI where it optimizes the experience and drives internal efficiency. - Serve as the voice of the customer internally, advocating for customer needs and influencing product priorities and strategic decisions across the organization.