Director of Customer Success: Post-Sale & Install Readiness

Jetson; Centennial (CO); On-site; USD 170,000 - 205,000; Full time

Benefits offered by this job

Medical: 85% company-paid insurance

Dental, Vision & Life Insurance: 100%

Parental Leave Top-Up

Education Support

Equity

401k program

Job summary

Jetson in Centennial, Colorado is seeking a Director of Customer Success to own the homeowner journey from Closed Won through install readiness. You will build a high-touch service standard, reduce cancellations, and scale across markets while advocating for the customer's experience.

Lead the CS organization, define coverage, set milestones, and collaborate with Sales and Production to ensure dates and expectations align. Travel up to 25% and leverage AI tools to improve efficiency.

Qualifications

• 7+ years in customer success or related roles with 3+ years leading managers.
• Proven ownership of retention, cancellation, or satisfaction metrics.
• Experience with high-volume residential or consumer services guided by data.

Responsibilities

• Lead and develop the CS org, define coverage, role scores, and hiring plan.
• Own post-sale cancellation and fallout rate; build a save motion.
• Set end-to-end post-sale experience standards and escalation paths.
• Drive inputs to unblock scheduling: docs, financing, site access, confirmations.
• Maintain customer confidence during permits, approvals, and lead times.
• Own CSAT and review generation through install and ownership.
• Partner with Sales and Production to align dates and expectations.

Skills

Leadership

CRM platforms

Analytical mindset

Startup environment

Data-driven decision making

Education

Bachelor's degree in Business

Tools

HubSpot

AI tools

CRM customization

Job description

Jetson in Centennial, Colorado is seeking a Director of Customer Success to own the homeowner journey from Closed Won through install readiness. You will build a high-touch service standard, reduce cancellations, and scale across markets while advocating for the customer's experience.

Lead the CS organization, define coverage, set milestones, and collaborate with Sales and Production to ensure dates and expectations align. Travel up to 25% and leverage AI tools to improve efficiency.