Senior Director, Customer Success

Housecall Pro

. Define and implement the Customer Success department strategy aligned with company objectives .

Posted 11/3/2026full-timeRemote • United StatesSenior💰 $135,000 - $165,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in defining and implementing customer success strategies, leading and mentoring 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 MentoringData-Driven Decision MakingCustomer Satisfaction and RetentionAI and Emerging Technologies Integration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementOperational EfficiencyProcess ImprovementBudget ManagementCustomer Escalation Management

Soft Skills

Excellent CommunicationInfluencing SkillsStrategic ThinkingAdaptabilityProactive Problem-Solving

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Customer-Centric CultureCustomer Journey EnhancementHigh Performance CultureContinuous ImprovementCollaboration with Product and Sales Teams

About the role

Key responsibilities & impact

Define and implement the Customer Success department strategy aligned with company objectives
Lead, mentor, and develop customer success managers and professionals
Drive initiatives that enhance the customer journey, satisfaction, and retention
Establish and manage KPIs and make data-driven adjustments
Collaborate with product, sales, and operations teams to ensure a seamless customer experience
Oversee department budget, resource planning, and operational efficiency
Identify process improvements and innovation opportunities
Represent the customer voice in executive meetings
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 thinking and ability to execute complex initiatives in a fast-paced environment
Adaptability and proactive problem-solving
Customer-focused mindset and passion for exceptional service and support

Benefits

Comp & perks

Medical, dental, vision, life, and disability insurance
401(k)
Paid holidays
Flexible, take-it-as-you-need-it paid time off
Monthly tech reimbursements
Equity in a rapidly growing startup
Employee assistance program
Flexible time off
Paid parental leave