Director of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the post-sale client relationship and ensure customer retention at Resi.

• Supervise the entire post-sale client lifecycle across both the platform and managed services.

• Establish the customer success strategy and operational framework.

• Direct strategic planning efforts, including setting annual and quarterly objectives, priorities, and initiatives.

• Lead, develop, and retain the customer success team to foster growth.

• Oversee the customer success budget, including team resources, tools, and vendor management.

• Leverage systems, technology, automation, and AI to enhance team productivity and elevate the customer experience.

• Coordinate client activities across teams to ensure timely launches and service modifications.

• Guide the onboarding and implementation strategy from the Sales handoff to launch.

• Manage the support function and knowledge strategy effectively.

• Collaborate with sales, marketing, design, digital marketing, product, and engineering teams.

• Report on retention rates, client health, and team performance to leadership.

• Ensure gross and net revenue retention through targeted coverage, health scoring, proactive signal identification, and save plans.

⛳️ Requirements

• Minimum of 5 years in customer success or a related field, with a preference for B2B software experience.

• At least 3 years of experience managing a team.

• Proven track record of owning and enhancing retention metrics.

• Expertise in both operational and strategic planning, including the ability to systematize workflows.

• Experience in developing customer success processes from the ground up and creating scalable systems.

• Proficiency in automation and AI technologies.

• Demonstrated decisiveness in uncertain situations.

• Strong data fluency in CRMs and various business systems.

• Excellent written and verbal communication skills.

• Experience in multifamily housing or transferable real estate knowledge is preferred.

• Experience with hybrid delivery models is a plus.

• Familiarity with HubSpot, Asana, Claude, or similar customer success tools is preferred.

• Background in marketing technology or digital marketing services is advantageous.

• Must be located within U.S. time zones.

• Willingness to travel approximately 20% for client meetings and conferences.

🏝️ Benefits

• Fully remote work opportunity.

• Travel requirements of around 20% for client visits and conferences.