Senior Director, Customer Success

Why Housecall Pro? Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes. We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. While our headquarters are based in Denver, Colorado, our team spans the globe, with teammates across Brazil, Poland, the Philippines, Mexico, and beyond. We care deeply about our customers and foster a culture where our company, people and Pros grow and succeed together—no matter where they’re based. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros. We also offer: Paid holidays and flexible, take-it-as-you-need-it scheduled time off A culture built on innovation that values big ideas, no matter where they come from A MacBook set up and ready from day one, plus a $500 stipend to design your ideal workspace Equity in a rapidly growing startup backed by top-tier VCs TO BE CONSIDERED FOR THIS ROLE, PLEASE SUBMIT AN UPDATED RESUME TRANSLATED TO ENGLISH Role Overview As the Senior Director of Customer Success, you define and lead the strategic vision for the Customer Success department, driving initiatives that enhance the customer journey and maximize retention. You are responsible for setting the direction and performance standards for the team, ensuring alignment with broader business objectives. Your focus is on fostering a proactive customer success culture, driving operational efficiency, and continuously improving the customer experience. You work cross-functionally with other leaders to ensure seamless service delivery, advocate for customer needs, and contribute to overall business growth. You shape the department’s culture by exemplifying company values and cultivating an environment of trust, collaboration, and high performance. Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success. What you do each day: 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 the development and execution of initiatives to enhance the customer journey, satisfaction, and retention Establish and manage key performance indicators (KPIs) to monitor the effectiveness of customer success efforts 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 to achieve strategic goals Identify opportunities for process improvements and innovation within the department to drive better outcomes Act as the voice of the customer in executive meetings, providing insights and feedback to guide business decisions Manage customer escalations and work to resolve complex issues to maintain high levels of satisfaction Foster a customer-centric culture that prioritizes empathy, proactive problem-solving, and continuous improvement Qualifications: 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 What will help you succeed: 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 acr…