Senior Director, Customer Success

Housecall Pro; United States; Remote; USD 103,000 - 136,000; Full time

Benefits offered by this job

Paid holidays and flexible time off

MacBook setup + $500 workspace stipend

Equity in startup

Job summary

Housecall Pro is seeking a Senior Director of Customer Success to define the strategic vision for the department and drive retention across the customer journey. You will lead a large team of CS managers, collaborate with product, sales, and operations, and establish KPIs to measure success while advocating for customer needs in executive decisions.

This role offers equity and a strong growth trajectory. The position emphasizes building a proactive customer success culture, scaling operations,

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.

Responsibilities

• Define and implement the strategy for the Customer Success department, aligning with company objectives.
• Lead, mentor, and develop teams of customer success managers to ensure high performance.
• Drive the development and execution of initiatives to enhance the customer journey, satisfaction, and retention.
• Establish and manage KPIs to monitor effectiveness and make data-driven adjustments.
• Collaborate cross-functionally with product, sales, and operations 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 to guide decisions.
• Manage customer escalations and work to resolve complex issues to maintain high levels of satisfaction.
• Foster a customer-centric culture prioritizing empathy, proactive problem-solving, and continuous improvement.

Skills

Leadership

Customer Success

AI strategy

Stakeholder management

Education

Bachelor's degree

Job description

Why Housecall Pro?

Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes. We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well.

While our headquarters are based in Denver, Colorado, our team spans the globe, with teammates across Brazil, Poland, the Philippines, Mexico, and beyond. We care deeply about our customers and foster a culture where our company, people and Pros grow and succeed together—no matter where they’re based. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros.

We also offer:

• Paid holidays and flexible, take-it-as-you-need-it scheduled time off
• A culture built on innovation that values big ideas, no matter where they come from
• A MacBook set up and ready from day one, plus a $500 stipend to design your ideal workspace
• Equity in a rapidly growing startup backed by top-tier VCs

TO BE CONSIDERED FOR THIS ROLE, PLEASE SUBMIT AN UPDATED RESUME TRANSLATED TO ENGLISH

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 $103,000 - $135,600 USD/annually + annual base. 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 other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.

Founded in 2013, Housecall Pro helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, Housecall Pro enables Pros to save time, grow profitably, and provide best-in-class service.

Housecall Pro’s brand portfolio includes Business Coaching by Housecall Pro, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success.

We support more than 50,000 businesses and have over 2,000 ambitious, mission-driven, genuinely fun-loving teammates across the globe. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you.

Housecall Pro celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. #LI-Remote

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