Senior Director of Customer Success

• 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
• 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

Benefits

• Healthcare coverage: Housecall Pro offers DAY 1 medical, dental, and vision insurance for you and your dependents. Our plans offer comprehensive national coverage with extensive provider networks. The company pays for at least 80% of the cost of premiums.
• Competitive pay and equity opportunities: Housecall Pro offers market competitive compensation that includes variable pay opportunities, and we continuously evaluate market benchmarks. Our quarterly internal talent reviews provide the opportunity for performance success discussions and feedback. Certain roles are also eligible for equity this fast-growing technology company.
• Time off: We work hard and want everyone to find balance in their life. Housecall Pro has a flexible, self-managed Paid Time Off (PTO) program. We also offer 6 paid holidays each year when everyone unplugs and recharges.
• Remote work: Housecall Pro is remote-first and our processes support remote teams working together and asynchronously. We also have offices in San Diego and Denver, that allow for teams to come together and give local employees the option of a hybrid schedule.
• Family: Housecall Pro supports employees with growing families by providing paid parental leave. And we love to share pictures of our newest family members in a Housecall Pro baby onesie!
• Learning and development: Housecall Pro knows that your growth is essential to our success. From the first day, we start training you about our business, our customers, how to succeed in your job and how to gain the skills you need to take your next steps.
• Career acceleration: We like to help our people as much as we do our Pros. Housecall Pro helps you accelerate your career with dedicated Career Success Conversations, frequent two-way feedback, and milestone learning programs like our Manager 101 series.
• Wellness: Housecall Pro provides immediate access to a robust Employee Assistance Plan (EAP) for all employees. We also invite everyone to join us for two or three monthly virtual wellness sessions led by experts on a variety of topics.
• Mental health: Housecall Pro’s monthly wellness programming, presented by experts, often spotlights mental health topics. Employees can join live webinars or watch recordings later. We also have an extensive Employee Assistance Plan with multiple resources including direct access to mental health providers.
• Office setup: Housecall Pro provides each new employee with a home office setup that includes a computer and accessories. We also offer ongoing internet and phone reimbursement to help offset expenses.
• Income protection: Housecall Pro wants you to have peace of mind if the unexpected happens. We pay for disability and life insurance. We also offer voluntary accident and hospital plans to help at times when you might need something additional.
• Financial wellness: Housecall Pro offers several ways to save on taxes and plan for your future. Our Health Spending Accounts (HSA) and Flexible Spending Accounts (FSA) help you put aside money tax-free for qualified medical and daycare expenses. Our 401k plan provides powerful tax-free retirement savings along with access to financial planning tools.

• Bachelor’s degree in a relevant field
• Proven track record of driving customer satisfaction and retention
• 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
• Customer-focused mindset with a passion for delivering exceptional service and support
• 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
• 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