Director of Customer Success

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🕒 May 1

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Elm Street

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏠 Real Estate

☁️ SaaS

🤝 B2B

Real Estate • SaaS • B2B

Elm Street is a provider of integrated, end-to-end technology and marketing solutions for real estate professionals. The company offers a suite of cloud-based tools — including IDX Broker, IXACT Contact, OutboundEngine, Aiva, and VoicePad — to help agents, brokers, teams, and developer partners capture leads, manage contacts, build MLS-integrated websites, automate marketing, and streamline workflows. Elm Street positions itself as a SaaS platform combining innovative technology, marketing expertise, and dedicated support to help real estate businesses connect, convert, and retain clients.

📋 Description

• Build the Customer Success Function • Design and implement Customer Success strategy, processes, and tooling from scratch • Establish customer lifecycle frameworks, health scoring, and engagement models • Define success metrics (churn, retention, expansion, NPS, etc.) and reporting • Own net and gross retention targets, with a year-one floor of 80%+ GRR • Identify risk signals and proactively intervene to retain customers • Develop scalable playbooks for onboarding, adoption, renewal, and expansion • Leverage AI and automation tools to scale customer engagement and insights • Continuously improve workflows to reduce manual effort while maintaining quality • Identify opportunities to introduce intelligent automation across the customer journey • Serve as the central point of coordination across Sales, Product, Marketing, and Support • Lead cross-functional initiatives to improve customer outcomes • Influence roadmap and go-to-market strategy based on customer insights • Build relationships with key customers where high-touch engagement is needed • Balance digital-first engagement with strategic human interaction

🎯 Requirements

• Proven experience building or scaling a Customer Success function in a SaaS company • Strong track record of reducing churn and improving retention metrics • Experience managing multiple products or product lines • Demonstrated ability to lead product migrations or major customer transitions • Comfortable operating in a highly automated, data-driven environment • Has built or deployed AI-assisted workflows in CS—examples include AI-generated health scoring, automated QBR summaries, LLM-powered onboarding nudges, or AI triage for escalation to support. • Strong cross-functional leadership skills; effective in virtual-team environments • Excellent communication and customer relationship skills