Director of Customer Success

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Elm Street

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2016

🏠 Immobilier

☁️ SaaS

🤝 B2B

Real Estate • SaaS • B2B

Elm Street est un fournisseur de solutions technologiques et marketing intégrées de bout en bout pour les professionnels de l'immobilier. L'entreprise propose une suite d'outils basés sur le cloud — incluant IDX Broker, IXACT Contact, OutboundEngine, Aiva et VoicePad — pour aider les agents, les courtiers, les équipes et les partenaires développeurs à capturer des prospects, gérer des contacts, créer des sites web intégrés au MLS, automatiser le marketing et rationaliser les flux de travail. Elm Street se positionne comme une plateforme SaaS combinant technologie innovante, expertise marketing et support dédié pour aider les entreprises immobilières à connecter, convertir et fidéliser leurs 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

🎯 Exigences

• 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