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We are looking for a strategic, hands-on, and data-driven VP Retention & Customer Value to own and maximize the lifetime value of our customers. This role will lead the companys retention, lifecycle marketing, and customer value strategy, with the goal of increasing repeat usage, strengthening customer loyalty, reducing churn, and improving overall customer profitability.
The VP Customer Value will work closely with Marketing, Product, Data, Operations, Category Managers, Country Managers, and Support Managers to optimize the entire customer journey from first purchase through long-term engagement.
Responsibilities
Own and lead the companys LTV growth strategy, focusing on repeat purchases, order frequency, and overall customer profitability.
Identify opportunities to increase average order value, repeat purchases, and overall customer profitability.
Design and implement retention and lifecycle strategies that improve customer engagement and drive repeat usage of Helpy services.
Develop and manage loyalty initiatives, engagement campaigns, and value-added services that strengthen customer relationships.
Analyze customer behavior, segment audiences, and identify opportunities for deeper engagement and higher value.
Partner with Marketing, Product, and Operations teams to deliver personalized customer experiences.
Monitor and optimize retention funnels, churn patterns, and engagement metrics to continuously improve customer value.
Measure and report on key retention and engagement KPIs: Customer Lifetime Value (LTV), Repeat Purchase Rate, Order Frequency, Retention/Churn, Average Revenue per Customer, and Customer Engagement Metrics.
Build, mentor, and lead a high-performing Customer Value team responsible for CRM, retention marketing, and customer insights.
Own and grow the Loyalty / Membership Club, increasing engagement and participation.
Strengthen and expand subscription offerings, driving higher adoption and revenue.
Manage VIP customer retention, enhancing loyalty and maximizing lifetime value.
Experience in monetization and B2B sales to advertiser clients.

We are seeking an experienced and passionate Research Manager to lead our Customer Success applied research team. In this pivotal role, you will lead a dedicated team of researchers focused on understanding our customers needs, experiences, and interactions with our products, and identify proactive paths to enhance customer experience.
As a Research Manager in Customer Success you will
Manage and mentor a team of researchers and analysts, providing guidance on research methods, project execution, and professional development
Foster a collaborative and innovative team environment that encourages creativity and knowledge shari
Strong leadership and team management skills, with a track record of developing high-performing teams
Tap into an existing experimental research framework and facilitate its execution at scale
Develop and implement a comprehensive research strategy that aligns with the goals of the Customer Success group and the broader organization
Oversee the design, execution, and analysis of qualitative and quantitative research projects to gather insights about customer behavior, preferences, and pain points
Translate complex research findings into actionable insights and recommendations for Customer Success, Product, and additional groups
Identify opportunities for improving customer engagement and loyalty based on research findings
Collaborate with stakeholders across Customer Success, Product Management, Marketing, and Sales to ensure research efforts are aligned with business objectives
Work closely with the developers in the Customer Success Applied Research group to align the development of internal research tools
Prepare and present research findings and recommendations to senior leadership and stakeholders in an easily digestible format
Champion the voice of the customer across the organization by effectively communicating insights from customers and advocating for their needs
Mentor and develop team members, fostering a culture of continuous learning, growth, and excellence
Stay up-to-date with industry trends, best practices, and emerging technologies related to customer experience and research methodology

Were looking for a talented and experienced Technical Success Manager to enable outcome-focused engagements with customers, focusing on three aspects:
Accelerate adoption of products and value realization.
Explore new opportunities for expansion by understanding the scope of customer use cases.
Enhance customer loyalty.
As a Technical Success Manager you will
Be the customers trusted advisor
Focus on the customers continuous interactions with , the customers lifetime value, and the associated NPS/CSAT scores
Assist our customers in creating an adoption/rollout plan to ensure they are confident in successfully embedding the Platform
Provide Service to the Sales team by focusing on customers strategy, and make sure the Platform helps customers achieve their goals, enabling the Sales account manager to be there when customers need them and to get renewals and upsells done on time
Formulate and deliver projects by collaborating with customers based on agreed-upon timelines
Work with the Solution Engineering and Professional Services teams to ensure all customers complete their projects in a timely and successfully
Monitor the customer's health and their perception of the brand by becoming a Platform Health Expert
By effectively communicating technical knowledge and operational excellence to customers on best practices, and ensuring they maintain a healthy platform
Be the first point of escalation
Develop a full understanding of the Platform, including:
The value proposition and sales messaging
Out-of-the-box reporting where needed
Success journey planning and execution
Continuous communication and working relationship