[Hiring] Scaled Customer Success Manager @Helium 10

Role Description

As a Scaled Customer Success Manager focused on Ads, you will build and manage our digital and 1:Many Customer Success strategies specifically for customers leveraging Helium 10 Ads and Amazon Seller Central advertising solutions. In this role, you will manage a broad portfolio of customers, ensuring their success by providing exceptional support and guidance through a one-to-many approach via developed playbooks, content delivery, metrics, and the right level of automation. You will also carry and grow a small book of direct customer relationships, blending scaled digital engagement with strategic 1:1 partnership.

To excel in this role, you will need complete command of the scaled customer success discipline, including program design, ads strategy, and cross-portfolio retention economics, with the judgment to set direction without relying on established playbooks. You will be at the forefront of designing innovative programs grounded in data insights about ad performance, campaign management, and ROI optimization. You’ll be ready to adapt and iterate for continuous improvement while helping sellers maximize their advertising investment on Amazon.

Responsibilities

• Diagnose and solve diverse, undefined retention and expansion challenges across the ads portfolio, building new frameworks and precedent where none exist.
• Become an expert on Helium 10 Ads and Amazon Seller Central advertising tools, including campaign management features, bid optimization, keyword targeting, and performance metrics.
• Manage a small book of direct business by maintaining strategic relationships with key accounts, conducting quarterly business reviews, identifying expansion opportunities, and ensuring personalized support.
• Familiarize yourself with the full suite of Helium 10 products with emphasis on ad-related tools and how they integrate with broader seller strategies.
• Become an expert on new Helium 10 ads products and enhancements, assisting in scaling awareness and adoption of new advertising features.
• Utilize customer data to identify trends in ad performance, spend patterns, and campaign outcomes.
• Exercise independent judgment on retention and expansion strategy across the full ads book.
• Evaluate the self-serve experience for ads products and work to continually improve and evolve based on customer feedback.
• Serve as the primary point of judgment for Support, Marketing, Product, and Brand Evangelists on ads-related customer strategy.
• Iterate and test scaled program initiatives with emphasis on ads engagement, onboarding, and adoption campaigns.

Qualifications

• 5+ years of experience in customer success, account management, or customer retention.
• Direct experience with Amazon Seller Central Ads or Helium 10 Ads platform.
• Deep understanding of Amazon advertising including campaign structures, bidding mechanics, and ROI measurement.
• Strong understanding of customer lifecycle management and retention strategies.
• Experience managing a book of business with direct customer relationships.
• Experience with automation tools, CRM software, and marketing platforms.
• Excellent communication and interpersonal skills.
• Strong data literacy with ability to analyze campaign performance data.
• Passion for helping customers succeed in their advertising journey.

Benefits

• 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