Vice President, Customer Experience (AI)

Location: Remote

Annual base salary: $215,000–$250,000 USD, plus eligibility for an annual bonus.

Company

hirify.global and Helium 10 provide AI-powered commerce media and SaaS solutions that help brands and agencies manage advertising, improve performance, and expand their retail reach.

What you will do

• Set and execute a scalable Customer Experience strategy across Customer Success, Support, managed services, and sales.
• Build the managed services department, including its strategy, structure, team, and operating model.
• Drive product adoption, customer retention, renewals, expansion, and revenue growth through human-led and AI-enabled experiences.
• Develop customer health and engagement programs covering onboarding, adoption, value realization, and renewal.
• Partner with Product and Marketing to improve the end-to-end customer journey and translate feedback into product priorities.
• Lead, coach, and develop high-performing teams while standardizing playbooks, workflows, and performance metrics.

Requirements

• 12+ years of Customer Success experience, including 4+ years in leadership roles managing large B2B SaaS accounts.
• Experience scaling Customer Success teams at high-growth SaaS companies and driving both GRR and NRR.
• Experience with second-line management, coaching, mentoring, and team development.
• Strong cross-functional leadership, business acumen, and data-driven decision-making skills.
• Expertise in customer lifecycle management, renewal strategies, and customer health metrics.
• Proficiency with CRM tools, particularly Salesforce, and experience implementing customer success software.

Nice to have

• Experience designing and implementing tech-touch Customer Success programs for a large customer base.

Culture & Benefits

• Flexible paid time off, paid holidays, and floating holidays.
• Medical, dental, and vision insurance, plus FSA, HSA with employer contribution, life insurance, and pet insurance.
• 401(k) with employer match and paid parental leave.
• Up to two paid volunteer days annually with a 501(c) organization.
• Company-subsidized Wellhub and Peloton memberships.
• Fertility and family-building support through Carrot.

Hiring process

• Additional bonus-plan details are provided during the recruitment process.