Houzz · 16 hours ago
Vice President of Customer Success
United States
Full-time
Remote
Director/Executive
$210K/yr - $255K/yr
12+ years expHouzz is the leading platform for home renovation and design, connecting millions of homeowners with home improvement professionals through best-in-class software and advertising solutions. We are seeking a Vice President of Customer Success to lead and scale Customer Success across Houzz Advertising and Houzz Software, with full accountability for customer retention and product adoption.
ArchitectureE-CommerceHome ImprovementHome RenovationInterior DesignSmart Home
Responsibilities
Own and execute the end-to-end Customer Success strategy across Houzz Advertising and Houzz Software
Build, lead, and scale a high-performing Customer Success organization including onboarding, account management, renewals, and expansion support
Establish a customer-centric culture focused on value realization, outcomes, and long-term partnerships
Full executive ownership of Retention Rate and Product Adoption Rate KPIs across all customer segments
Design and operationalize programs that drive: Higher renewal rates and reduced churn, Deeper, faster, and more consistent product adoption, Increased customer lifetime value (LTV)
Develop clear success plans, health scoring, and intervention models to proactively manage risk and expansion opportunities
Define and optimize the customer lifecycle, from onboarding through renewal and expansion
Ensure seamless handoffs from Sales to Customer Success with clear expectations and success metrics
Champion the voice of the customer, ensuring feedback loops inform product roadmap, pricing, and go-to-market strategy
Partner closely with: Sales & Revenue Leadership on renewals, expansions, and customer segmentation, Product & Engineering to drive adoption, usability, and roadmap prioritization, Marketing on customer education, lifecycle communications, and advocacy, Finance on forecasting, retention modeling, and revenue predictability
Serve as an internal executive advocate for customers
Build a metrics-driven Customer Success organization, with clear dashboards, forecasting, and accountability
Establish and track leading and lagging indicators for retention, adoption, engagement, and customer health
Continuously improve processes, tooling, and systems to scale efficiently
Recruit, develop, and retain top Customer Success leadership and frontline talent
Define clear roles, career paths, and performance expectations
Coach leaders to operate as trusted advisors to customers and strategic partners internally
Qualification
Required
12+ years of experience in Customer Success, Account Management, or related revenue leadership roles
Proven experience leading Customer Success at scale for B2B SaaS and/or Advertising platforms
Demonstrated ownership of Retention and Adoption KPIs at the executive level
Experience partnering with Product teams to drive adoption and influence roadmap decisions
Track record of building and scaling teams in high-growth environments
Strong strategic thinker with the ability to translate strategy into execution
Deep customer empathy combined with rigorous operational discipline
Highly analytical, with a strong command of customer metrics and financial drivers
Exceptional cross-functional leadership and executive communication skills
Comfortable operating in complexity across multiple product lines and customer segments
Benefits
Flexible Paid Time Off (PTO)
Home internet stipend
Medical, dental, and vision benefits
Maternity/paternity leave program
Employee Assistance Program (EAP)
Professional Development Reimbursement Program
401(k) retirement savings plans (Pre-Tax and Roth)
Flexible Spending Accounts (FSA) - Medical & Dependent Care
Health Savings Account (HSA) with company contribution
Healthy at Houzz program
Company
Houzz
Houzz is an online platform for home remodeling, architecture, interior design, decorating, landscaping, and home improvement.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$613.6MKey Investors
ICONIQ GrowthSequoia CapitalZeev Ventures
2021-01-03Series Unknown
2017-10-10Series E
2017-06-09Series E· $400M
Leadership Team
Adi Tatarko
Co-Founder & CEO
Alon Cohen
Co-Founder and CEO
Recent News
Portugal News
2025-10-31
Designers Today
2025-10-15
24-7 Press Release Newswire
2025-09-13
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