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Housecall Pro · 1 month ago

Senior Director, Customer Success

United States

Full-time

Remote

Director/Executive

$135K/yr - $150K/yr

10+ years exp

Housecall Pro is a company dedicated to helping home service professionals streamline their operations and enhance their businesses. As the Senior Director of Customer Success, you will lead the strategic vision for the Customer Success department, focusing on improving the customer journey, maximizing retention, and fostering a proactive customer success culture.

AppsHome ImprovementHome RenovationInformation TechnologyMobileSaaSSoftware

Growth Opportunities

Responsibilities

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

Qualification

Customer success leadershipStrategic planningPerformance metrics managementTeam developmentCross-functional collaborationCommunicationProblem-solvingCustomer-focused mindsetAdaptability