Senior Director, Customer Success
Core
Define and lead the strategic vision for the Customer Success department, driving initiatives to enhance the customer journey and maximize retention for home service professionals.
Role type
Senior Director, Customer Success
Builds
Customer success strategy, team performance, and operational efficiency for a SaaS platform serving home service businesses.
Domain
SaaS / Home Services
Required skills
Strategic planning, team leadership (50+), cross-functional collaboration, data-driven decision making, budget management, process improvement, executive communication
Preferred skills
AI integration, inspiring high-performance cultures, complex problem solving, customer-centric mindset
Technologies
AI tools, emerging technologies
Responsibilities
Define and implement Customer Success strategy; Lead and mentor large teams of managers; Drive initiatives to enhance customer journey and retention; Establish and manage KPIs; Collaborate with product, sales, and operations; Oversee department budget and resources; Identify process improvements; Act as voice of the customer in executive meetings; Manage complex customer escalations
Seniority
Senior, hands-on IC