Open Opportunity

VP of Customer Success

Orange, CA

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Fast-growing company that is passionate about building technologies, inventing products, and providing services that will make buying and selling a home a truly delightful experience. Today, more than 150,000 real estate agents and loan officers in all 50 states are part of our community, and our reach continues expanding with every new user. If you consider yourself a visionary committed to joining a fresh team focused on creating delightfully designed products and experiences that transform industries, let’s start a conversation!

Summary:

We are looking for a dynamic Vice President of Customer Success with experience
leading large, growing teams of world-class CS professionals. This person must have a
track record of customer advocacy and an unrelenting commitment to delivering
impeccable service to all customers. They will lead a growing team, requiring a strong
work ethic, amazing management and coaching skills, and a desire to build something
massive.

Our ideal candidate is both a team player and an independent self-starter who is
comfortable in ambiguous environments. If you thrive in a collaborative, startup
environment and are able to apply both creative and analytical thinking to find novel
ways around roadblocks and identify trends, we’d love to hear from you.

Responsibilities will include, but are not limited to:

  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer
      satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
    • Map, measure, and optimize customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
    • Learn from best practices in industry
  • Manage Customer Success Activities
    • Onboarding
    • Training
    • Professional Services
    • Customer Support
    • Renewals & Retention
    • Cross-sell / Up-sell
    • Advocacy
  • Measure Effectiveness of Customer Success
    • Define operational metrics for team
    • Work with Operations team to establish a system for tracking metrics
    • Create cadence for review within team
    • Expose subset of metrics to executive team and company
  • Lead World-Class Customer Success Team
    • Recruit experienced team members and leaders for each functional role
    • Attract high-potential individual contributors into team
    • Oversee rapid onboarding process for new team members
    • Foster collaboration within team and across customer lifecycle
    • Encourage continuous learning within team
  • Enhance Effectiveness and Efficiency Through Technology
    • Support systems
    • Customer marketing software
    • Reference and advocacy solutions
    • Customer Success Management platform
  • Inspire Customer Success Across Company
    • Create company-wide culture of Customer Success
    • Align with Product around driving product roadmap
    • Align with Sales around cross-sell and up-sell and focus on selling with a
      retention focus
    • Align with Finance around measurement and forecasting
    • Align with Executive Team around key metrics and objectives
    • Drive company-wide definition of ideal customer
    • Create company-wide customer feedback loop

Qualifications/ Key Requirements:

  • 5+ years of experience leading growing customer-facing organizations (25+ team
    members and thousands of customers)
  • Strong empathy for customers AND passion for revenue and growth
  • Outstanding interpersonal skills with the ability to communicate clearly and
    effectively (both written and verbal)
  • An analytical and creative mind to solve complex business problems
  • Extremely comfortable with Microsoft Office, specifically Excel
  • Excellent relationship-building skills with internal teams and external partners
  • Excellent prioritization and project management skills
  • Self-motivated but also a team player
  • Eagerness to continually learn, adapt, and improve
  • Knowledge of the Real Estate and/or Mortgage Lending industries a plus
  • Strong training, organizational, and project management skills
  • Proven ability to embrace and manage change in an ever-changing environment
  • Extremely comfortable with technology; using and/or learning our tech stack: Zendesk, Salesforce, Pardot, etc.

Benefits:

Full slate of benefits, including; competitive salaries, stock options,
medical, dental, vision, life and disability coverages, FSA, HSA, and flexible vacation
policy. We embrace a startup culture that includes frequent team events, personal and
professional growth opportunities, and other perks as well as fully stocked fridges and
kombucha on tap.

More about us:

Proud of our collaborative culture that is pervasive throughout every step
of an employee’s journey. It starts with our interview process and continues through our
weekly team meetings. We value diversity and believe in forming teams in which
everyone can be their authentic self is key to our success. Working hard together as we
solve problems for others while building our own dreams. We enjoy a casual, yet fast-
paced work environment. Come join us and find out what your career has been missing.

Equal opportunity employer.