Vice President – Customer Success

🕒 il y a 4 mois

🐻 Alaska, Hawaii, +2 états de plus – Distant

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

💵 $210 000 - $255 000 / an

⏰ Temps Plein

🔴 Expert

🏆 Customer Success

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Houzz

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2009

🛍️ eCommerce

🏪 Place de marché

☁️ SaaS

eCommerce • Marketplace • SaaS

Houzz est une plateforme complète qui s'adresse aux propriétaires et aux professionnels de l'industrie impliqués dans la rénovation et le design d'intérieur. La plateforme propose une large gamme d'idées de design, de photos et d'articles sur différentes pièces et éléments de la maison, des cuisines et salles de bain aux espaces extérieurs. Elle offre également un marché pour les produits de rénovation, les meubles et la décoration. De plus, Houzz propose des solutions logicielles professionnelles pour les projets de design et de construction, incluant des outils pour la gestion de projet, les rendus 3D et la création de devis. La plateforme met en relation les utilisateurs avec une variété de professionnels tels que des architectes, des designers d'intérieur et des entrepreneurs.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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