Senior Director, Customer Success

The role

The Senior Director of Customer Success defines and leads the strategic vision for the Customer Success department. This person drives initiatives to enhance the customer journey, maximize retention, and manage teams of customer success professionals.

What you will do

• Define and implement the strategy for the Customer Success department
• Lead, mentor, and develop teams of customer success managers and professionals
• Drive the development and execution of initiatives to enhance the customer journey, satisfaction, and retention
• Establish and manage key performance indicators (KPIs)
• Collaborate cross-functionally with product, sales, and operations teams
• Oversee the department's budget, resource planning, and operational efficiency
• Identify opportunities for process improvements and innovation
• Act as the voice of the customer in executive meetings
• Manage customer escalations and resolve complex issues
• Foster a customer-centric culture

Required 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

Nice to have

• Ability to inspire and motivate teams
• Excellent communication skills
• Strategic thinker
• Highly adaptable
• Customer-focused mindset

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k)
• Equity in a rapidly growing startup
• Paid holidays
• Flexible, take-it-as-you-need-it paid time off
• Monthly tech reimbursements
• Employee assistance program
• Paid parental leave

About the company

Founded in 2013, Housecall Pro helps home service professionals streamline every aspect of their business. The company supports more than 50,000 businesses with tools for scheduling, dispatching, and payments.