Note: The job is a remote job and is open to candidates in USA. Housecall Pro is a company dedicated to helping home service professionals streamline their operations and enhance their lives. As the Senior Director of Customer Success, you will lead the strategic vision for the Customer Success department, focusing on enhancing the customer journey and driving retention through effective team management and cross-functional collaboration.

Responsibilities

• Define and implement the strategy for the Customer Success department, aligning with company objectives
• Lead, mentor, and develop teams of customer success managers and professionals to ensure high performance
• Drive the development and execution of initiatives to enhance the customer journey, satisfaction, and retention
• Establish and manage key performance indicators (KPIs) to monitor the effectiveness of customer success efforts and make data-driven adjustments
• Collaborate cross-functionally with product, sales, and operations teams to ensure a seamless customer experience
• Oversee the department’s budget, resource planning, and operational efficiency to achieve strategic goals
• Identify opportunities for process improvements and innovation within the department to drive better outcomes
• Act as the voice of the customer in executive meetings, providing insights and feedback to guide business decisions
• Manage customer escalations and work to resolve complex issues to maintain high levels of satisfaction
• Foster a customer-centric culture that prioritizes empathy, proactive problem-solving, and continuous improvement

Skills

• Bachelor's degree in a relevant field
• 10+ years of experience in customer success or related area
• 5+ years leading teams of 50+ including developing and leading first and second line leaders
• Track record of integrating AI and emerging technologies into organizational strategy and operations to accelerate innovation and scale
• Proven track record of driving customer satisfaction and retention
• Ability to inspire and motivate teams, fostering a culture of high performance and accountability
• Excellent communication skills with the ability to influence and build strong relationships across the organization
• Strategic thinker with a strong ability to execute on complex initiatives in a fast-paced environment
• Highly adaptable with a proactive approach to problem-solving and continuous improvement
• Customer-focused mindset with a passion for delivering exceptional service and support

Benefits

• Medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off
• Monthly tech reimbursements
• Equity in a rapidly growing startup backed by top-tier VCs
• Health care insurance (medical, dental, vision, disability)
• Employee assistance program
• 401(K)
• Flexible time off
• Paid parental leave
• Tech reimbursement
• Other company benefits

Company Overview