Director of Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

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Resi

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🏗️ Construction

💼 Consulting

📦 Logistics

💰 $3.6M Convertible Note - RESI on 2023-03

Construction • Consulting • Logistics

Resi is the UK’s leading residential architectural service and online platform that helps homeowners plan and deliver home extensions, loft conversions, and other domestic building projects. They provide best-in-class architectural drawings, planning support (including ex-local authority expertise), digital property scans, cost and timeline calculators, and introductions to vetted builders through a connector service. Resi combines consumer-focused online tools with design and contractor matchmaking to streamline the end-to-end extension and renovation process.

📋 Description

• Own the post-sale client relationship and Resi's retention • Oversee the full post-sale client lifecycle across the platform and managed services • Set the customer success strategy and operating model • Lead strategic planning, including annual and quarterly goals, priorities, and initiatives • Lead, develop, and retain the customer success team • Own the customer success budget across team, tools, and vendors • Use systems, technology, automation, and AI to scale team output and improve customer experience • Orchestrate client work across teams to keep launches and service changes on schedule • Lead onboarding and implementation strategy from Sales handoff through launch • Oversee the support function and knowledge strategy • Partner with sales, marketing, design, digital marketing, product, and engineering • Report retention, client health, and team performance to leadership • Own gross and net revenue retention through segmented coverage, health scoring, early warning signals, and save plans

🎯 Requirements

• 5+ years in customer success or related discipline; ideal experience with B2B software • 3+ years managing a team • Experience owning and improving a retention number • Operational and strategic expertise, including planning and systematizing work • Experience building CS processes from scratch and developing scalable systems • Hands-on automation and AI fluency • Proven decisiveness in ambiguous situations • Data fluency across CRMs and other business systems • Strong written and verbal communication skills • Multifamily experience or transferable real estate experience preferred • Hybrid delivery experience preferred • Hands-on proficiency in HubSpot, Asana, Claude, or similar CS tools preferred • Marketing technology or digital marketing services background is a bonus • Located in U.S. time zones • Willingness to travel approximately 20% for client visits and conferences

🏖️ Benefits

• Fully remote position • Travel requirements of approximately 20% for client visits and conferences

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