Customer Success Manager

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We’re looking for someone who has a passion for e-commerce and a customer-centric mindset. As a Customer Success Manager, you’ll own and manage a portfolio of accounts, significantly influence both your customers’ and Helium 10’s continued success, and help shape the future of our growing customer success team.


Who are we?

We’re Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We’re 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.


Duties and Responsibilities:

  • Building and maintaining relationships with some of our most strategic accounts
  • Leading conversations with customers to determine how to best align their goals with their usage of the Helium10 product suite  
  • Gaining trusted advisor status and sharing best practices for Amazon selling, including keyword research, listing optimization, and advertising
  • Managing the discovery kickoff off, onboarding, and ongoing customer education of new customers through a combination of low and high touch methods to drive product adoption and engagement
  • Combining customer, product, and industry knowledge to create a success plan and roadmap for each customer 
  • Ensuring business performance assessment/review meetings are held regularly with each customer demonstrating customer outcomes achieved and value realized over time
  • Proactively identifying and reporting on key customer health metrics on a daily / weekly basis
  • Meeting adoption, engagement, and retention target performance metrics for your portfolio
  • Identifying upsell and cross-sell opportunities
  • Liaising with cross-functional teams to improve the customer experience and being the Voice of the Customer
  • Mentoring, guiding, and serving as a resource to new members of the customer success team


Job Requirements:

  • 3+ years in Customer Success/ Account Management experience with strategic accounts
  • Experience managing a range of clients from SMBs to Enterprise
  • Prior experience in a SaaS marketplace or E-commerce environment
  • Strong experience managing all aspects of the customer journey post-sale
  • Achieved customer performance targets and other customer success KPIs (retention, adoption)
  • A knack for thinking several steps ahead of the customer and taking proactive steps to address roadblocks, risks, issues, and opportunities
  • Excellent time management and communications skills
  • SalesForce and Customer Success Platform ( Gainsight, Totango, ChurnZero, etc.) experience


Bonus Points if: 

  • You have Amazon Seller Central experience
  • You are a Helium 10 user.  You don’t need to be an expert at everything, although an understanding of our tool suite, benefits, and value add would be helpful


Why you should work for Helium 10!

  • Fun atmosphere and company culture
  • Competitive compensation and benefits (70% paid medical, dental, and vision, and much more!)
  • HSA, FSA, life insurance, long-term disability, commuter benefits, and tons of ancillary benefit options!
  • 401k match
  • 12 paid holidays
  • Paid time off
  • 4 weeks paid sabbatical after 2 years
  • Flexible work schedules
  • Public recognition platform
  • Virtual happy hours
  • Work sponsored events
  • Tons of educational opportunities
  • Creative workspace


Helium 10 needs EXPERTS! If you are a passionate Customer Success Manager and would like to join the Helium 10 family please apply today!   


#ZR

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.

More Information on Helium 10
Helium 10 operates in the eCommerce industry. The company is located in Irvine, CA. Helium 10 was founded in 2015. It has 288 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Open door policy and OKR operational model. To see all 4 open jobs at Helium 10, click here.
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