Vice President – Customer Success

🕒 January 29

🐻 Alaska, Hawaii, +2 more states – Remote

🐻 Alaska – Remote 🌺 Hawaii – Remote ⚜️ Louisiana – Remote 🦬 Montana – Remote

💵 $210k - $255k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Houzz

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🛍️ eCommerce

🏪 Marketplace

☁️ SaaS

eCommerce • Marketplace • SaaS

Houzz is a comprehensive platform that caters to homeowners and industry professionals involved in home renovation and design. The platform features a wide range of design ideas, photos, and articles on various rooms and home elements, from kitchens and bathrooms to outdoor spaces. It also offers a marketplace for home improvement products, furniture, and decor. Additionally, Houzz provides professional software solutions for design and construction projects, including tools for project management, 3D renderings, and estimate creation. The platform connects users with a variety of professionals such as architects, interior designers, and contractors.

📋 Description

• Own and execute the end-to-end Customer Success strategy across Houzz Advertising and Houzz Software. • Build, lead, and scale a high-performing Customer Success organization including onboarding, account management, renewals, and expansion support. • Establish a customer-centric culture focused on value realization, outcomes, and long-term partnerships. • Full executive ownership of Retention Rate and Product Adoption Rate KPIs across all customer segments. • Design and operationalize programs that drive: Higher renewal rates and reduced churn, Deeper, faster, and more consistent product adoption, Increased customer lifetime value (LTV) • Develop clear success plans, health scoring, and intervention models to proactively manage risk and expansion opportunities. • Define and optimize the customer lifecycle, from onboarding through renewal and expansion. • Ensure seamless handoffs from Sales to Customer Success with clear expectations and success metrics. • Champion the voice of the customer, ensuring feedback loops inform product roadmap, pricing, and go-to-market strategy. • Partner closely with Sales & Revenue Leadership on renewals, expansions, and customer segmentation. • Build a metrics-driven Customer Success organization, with clear dashboards, forecasting, and accountability. • Recruit, develop, and retain top Customer Success leadership and frontline talent.

🎯 Requirements

• 12+ years of experience in Customer Success, Account Management, or related revenue leadership roles. • Proven experience leading Customer Success at scale for B2B SaaS and/or Advertising platforms. • Demonstrated ownership of Retention and Adoption KPIs at the executive level • Experience partnering with Product teams to drive adoption and influence roadmap decisions. • Track record of building and scaling teams in high-growth environments. • Strong strategic thinker with the ability to translate strategy into execution • Deep customer empathy combined with rigorous operational discipline • Highly analytical, with a strong command of customer metrics and financial drivers • Exceptional cross-functional leadership and executive communication skills. Comfortable operating in complexity across multiple product lines and customer segments.

🏖️ Benefits

• Flexible Paid Time Off (PTO) • Home internet stipend • Medical, dental, and vision benefits • Maternity/paternity leave program • Employee Assistance Program (EAP) • Professional Development Reimbursement Program • 401(k) retirement savings plans (Pre-Tax and Roth) • Flexible Spending Accounts (FSA) - Medical & Dependent Care • Health Savings Account (HSA) with company contribution • Healthy at Houzz program