Senior Director, Customer Success

🔥 0 minutes ago

🇧🇷 Brazil – Remote

💵 $103k - $135.6k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Housecall Pro

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Housecall Pro is a business management software for home service professionals, providing tools for scheduling, dispatching, invoicing, payment collection, and more. It is designed to improve efficiency and profitability for companies in industries such as HVAC, plumbing, electrical, and other home service sectors. The software includes features like QuickBooks integration, enhanced reporting, customer management, and mobile accessibility, and is trusted by thousands of businesses to automate and streamline their operations.

📋 Description

• 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 initiatives to enhance the customer journey, satisfaction, and retention • Establish and manage KPIs to monitor customer success effectiveness 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 • Identify process improvement and innovation opportunities within the department • Act as the voice of the customer in executive meetings, providing insights and feedback for business decisions • Manage customer escalations and resolve complex issues • Foster a customer-centric culture focused on empathy, proactive problem-solving, and continuous improvement

🎯 Requirements

• 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 • Customer-focused mindset with a passion for delivering exceptional service and support • Updated resume translated to English

🏖️ Benefits

• Paid holidays and flexible, take-it-as-you-need-it scheduled time off • MacBook set up and ready from day one • $500 stipend to design your ideal workspace • Equity in a rapidly growing startup backed by top-tier VCs • Company benefits • Culture built on innovation that values big ideas

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