Senior Director, Customer Success at Housecall Pro

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: A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k) Paid holidays and flexible, take-it-as-you-need-it paid time off Monthly tech reimbursements A culture built on innovation that values big ideas, no matter where they come from Equity in a rapidly growing startup backed by top-tier VCs 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 $135,000-$165,000 + 30% bonus. 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 the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, 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 Privacy Notice for California Job Candidates - Housecall Pro Use of Artificial Intelligence in Hiring and Engagement Processes: we may use artificial intelligence (AI)-powered tools to support the review and evaluation of employment and independent contractor applications, including screening and qualification assessments. All final hiring and engagement decisions are made by human representatives, not AI tools. Any specific metrics, targets, or performance goals referenced in this posting are illustrative only and are subject to change based on evolving business needs.

Requirements

Must-haves

Why Housecall Pro?
Monthly tech reimbursements
A culture built on innovation that values big ideas, no matter where they come from
Equity in a rapidly growing startup backed by top-tier VCs
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
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
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

Nice-to-haves

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Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave