Vice President – Customer Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Vice President of Customer Success leading and scaling customer success across Houzz's advertising and software solutions. Building a data-driven organization to enhance customer retention and product adoption.
Responsibilities:
- 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
Similar Jobs
Director, Customer Success
Director of Customer Success at Prescryptive Health, overseeing client relationships and pharmacy benefit operations. Leading strategic account management and delivering innovative healthcare solutions.
Customer Success Analyst
Customer Success Analyst supporting clients at InEvent through chat, email, and calls. Ensuring customer satisfaction and continuous learning on tech updates in a remote role.
Director of Customer Success
Director of Customer Success at Bluespine focusing on healthcare analytics for self-insured employers. Leading client relationships and data-driven strategies to optimize healthcare Cost Containment solutions.
Customer Success Manager
Customer Success Manager supporting high-value airline pricing customers in the global travel industry. Driving measurable growth through data-led value delivery and strategic partnership.
Partner Success Representative
Partner Success Representative focusing on building relationships with B2B partners. Working remotely to promote sales and provide product training for Optiom's offerings.
Customer Success Manager
Customer Success Manager at UneeQ handling enterprise customer relationships and driving product adoption for innovative AI solutions.
Email & CRM Marketing Specialist
Email & CRM Marketing Specialist owning outbound messaging and customer engagement for B2C audiences via Customer.io. Collaborating with teams to enhance retention and implement communication strategies.
Customer Success
Customer Success role enhancing client relationships for a digital travel company in expansion. Responsible for onboarding, performance tracking, and consultative support for diverse clients.
SVP, Global Customer Success
Senior Vice President leading the transformation of IDC's Customer Success organization across global markets. Focused on strategic growth, customer relationships, and operational excellence.
Customer Success Manager
Customer Success Manager at AvaSure responsible for customer retention and account growth. Focusing on strategic guidance and relationship management in the healthcare technology sector.
Customer Success Manager – Mid-Market/Enterprise
Customer Success Manager improving product adoption and district partnerships for K12 and EdTech company. Managing relationships and identifying growth opportunities across Mid-Market and Enterprise districts.
Scaled Customer Success Manager
Scaled Customer Success Manager responsible for driving customer success and measurable value at HeyGen. Engaging with high-volume customers to ensure timely onboarding and risk mitigation.
Enterprise Customer Success Manager
Enterprise Customer Success Manager maximizing customer value and retention of MariaDB solutions. Act as trusted advisor while supporting customers' lifecycle from onboarding to advocacy.
Customer Success Specialist
Customer Success Specialist handling customer inquiries and managing orders for Integer Holdings Corporation. Focusing on quality and regulatory compliance in the medical device sector.
HubSpot CRM Administrator – Contract
HubSpot Administrator supporting a 4-month project to streamline CRM operations. Focused on workflows, data quality, and operational efficiency in Business Operations team.
Customer Success Manager
Customer Success Manager ensuring product adoption and client retention in B2B SaaS firm. Collaborating with international customers while optimizing their experience with the Respond.io platform.
Customer Success Manager
Customer Success Manager at Level Access managing high-impact customer relationships and driving customer retention strategies across North America.
Senior Customer Success Manager, Enterprise
Senior Customer Success Manager at Reforge guiding enterprise customers like Microsoft and Google toward their desired outcomes. Develop engagement strategies, monitor customer health, and enhance product adoption.
Customer Success Consultant
Customer Success Consultant managing relationships to enhance customer value in automotive software. Providing support, training, and insights to maximize product use and satisfaction.
Customer Success Manager – SSO
Customer Success Manager at Givebacks focusing on account expansion and customer satisfaction within the K–12 education sector. Responsible for managing relationships and identifying growth opportunities.