Vice President of Customer Success
New
Remote - USFull-TimeVp
Salary not disclosed
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Job Details
- Experience
- 12+ years of experience in Customer Success, Account Management, or related revenue leadership roles.
- Required Skills
- LeadershipData AnalysisAccount ManagementCross-functional collaborationCustomer Success
Requirements
- 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.
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.
- Define and optimize the customer lifecycle, from onboarding through renewal and expansion.
- Ensure seamless handoffs from Sales to Customer Success.
- Partner closely with Sales, Product, Engineering, Marketing, and Finance leadership.
- Establish and track leading and lagging indicators for retention, adoption, engagement, and customer health.
- Recruit, develop, and retain top Customer Success leadership and frontline talent.
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