[Remote] Senior Director, Customer Success

Note: The job is a remote job and is open to candidates in USA. Housecall Pro is dedicated to helping home service professionals streamline their operations and improve their businesses. As the Senior Director of Customer Success, you will lead the strategic vision for the Customer Success department, focusing on enhancing customer journeys and maximizing retention.ResponsibilitiesDefine and implement the strategy for the Customer Success department, aligning with company objectivesLead, mentor, and develop teams of customer success managers and professionals to ensure high performanceDrive the development and execution of initiatives to enhance the customer journey, satisfaction, and retentionEstablish and manage key performance indicators (KPIs) to monitor the effectiveness of customer success efforts and make data-driven adjustmentsCollaborate cross-functionally with product, sales, and operations teams to ensure a seamless customer experienceOversee the department’s budget, resource planning, and operational efficiency to achieve strategic goalsIdentify opportunities for process improvements and innovation within the department to drive better outcomesAct as the voice of the customer in executive meetings, providing insights and feedback to guide business decisionsManage customer escalations and work to resolve complex issues to maintain high levels of satisfactionFoster a customer-centric culture that prioritizes empathy, proactive problem-solving, and continuous improvementSkillsBachelor's degree in a relevant field10+ years of experience in customer success or related area5+ years leading teams of 50+ including developing and leading first and second line leadersTrack record of integrating AI and emerging technologies into organizational strategy and operations to accelerate innovation and scaleProven track record of driving customer satisfaction and retentionAbility to inspire and motivate teams, fostering a culture of high performance and accountabilityExcellent communication skills with the ability to influence and build strong relationships across the organizationStrategic thinker with a strong ability to execute on complex initiatives in a fast-paced environmentHighly adaptable with a proactive approach to problem-solving and continuous improvementCustomer-focused mindset with a passion for delivering exceptional service and supportBenefits30% bonusEligible to participate in Housecall Pro’s equity planHealth care insurance (medical, dental, vision, disability)Employee assistance program401(K)Flexible time offPaid parental leaveTech reimbursementOther company benefitsPaid holidaysFlexible, take-it-as-you-need-it paid time offMonthly tech reimbursementsA culture built on innovation that values big ideas, no matter where they come fromEquity in a rapidly growing startup backed by top-tier VCsCompany OverviewHousecall Pro is a developer of a mobile software platform used to connect back-end business operations and homeowners. It was founded in 2013, and is headquartered in Denver, Colorado, USA, with a workforce of 1001-5000 employees. Its website is http://www.housecallpro.com.