Senior Director, Customer Success

A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)

Paid holidays and flexible, take-it-as-you-need-it paid time off

Monthly tech reimbursements

A culture built on innovation that values big ideas, no matter where they come from

Equity in a rapidly growing startup backed by top-tier VCs

Role Overview

As the Senior Director of Customer Success, you define and lead the strategic vision for the Customer Success department, driving initiatives that enhance the customer journey and maximize retention. You are responsible for setting the direction and performance standards for the team, ensuring alignment with broader business objectives. Your focus is on fostering a proactive customer success culture, driving operational efficiency, and continuously improving the customer experience. You work cross-functionally with other leaders to ensure seamless service delivery, advocate for customer needs, and contribute to overall business growth. You shape the department’s culture by exemplifying company values and cultivating an environment of trust, collaboration, and high performance.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success.

What you do each day:

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

Qualifications:

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

What will help you succeed:

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

Location Dependent Information

This role is open to candidates and the expected salary range for this role is $135,000-$150,000 + 30% bonus. The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s equity plan and the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.