Senior Director, Customer Success

Housecall Pro

. Define and implement the strategy for the Customer Success department, aligning with company objectives .

Posted 11/3/2026full-timeRemote • BrazilSenior💰 $103,000 - $135,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and implementing customer success strategies, leading high-performing teams, and driving customer satisfaction and retention through data-driven decision-making and process improvements.

Highest-signal resume keywords

Customer Success Strategy DevelopmentTeam Leadership and MentoringKPI Management and Data AnalysisCustomer Satisfaction and RetentionAI and Emerging Technologies Integration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementData-Driven Decision MakingProcess ImprovementOperational EfficiencyBudget ManagementKPI EstablishmentStrategic PlanningInnovation ImplementationComplex Issue ResolutionCross-Functional Collaboration

Soft Skills

Excellent CommunicationInfluencing SkillsTeam MotivationAdaptabilityProblem-Solving

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Customer JourneyCustomer-Centric CultureHigh PerformanceEmpathyContinuous Improvement

About the role

Key responsibilities & impact

Define and implement the strategy for the Customer Success department, aligning with company objectives
Lead, mentor, and develop teams of customer success managers and professionals to ensure high performance
Drive initiatives to enhance the customer journey, satisfaction, and retention
Establish and manage KPIs to monitor customer success effectiveness and make data-driven adjustments
Collaborate cross-functionally with product, sales, and operations teams to ensure a seamless customer experience
Oversee the department’s budget, resource planning, and operational efficiency
Identify process improvement and innovation opportunities within the department
Act as the voice of the customer in executive meetings, providing insights and feedback for business decisions
Manage customer escalations and resolve complex issues
Foster a customer-centric culture focused on empathy, proactive problem-solving, and continuous improvement

Requirements

What you’ll need

Bachelor's degree in a relevant field
10+ years of experience in customer success or related area
5+ years leading teams of 50+ including developing and leading first and second line leaders
Track record of integrating AI and emerging technologies into organizational strategy and operations to accelerate innovation and scale
Proven track record of driving customer satisfaction and retention
Ability to inspire and motivate teams, fostering a culture of high performance and accountability
Excellent communication skills with the ability to influence and build strong relationships across the organization
Strategic thinker with a strong ability to execute on complex initiatives in a fast-paced environment
Highly adaptable with a proactive approach to problem-solving and continuous improvement
Customer-focused mindset with a passion for delivering exceptional service and support
Updated resume translated to English

Benefits

Comp & perks

Paid holidays and flexible, take-it-as-you-need-it scheduled time off
MacBook set up and ready from day one
$500 stipend to design your ideal workspace
Equity in a rapidly growing startup backed by top-tier VCs
Company benefits
Culture built on innovation that values big ideas