Website Housecall Pro
Everything to run and grow your business
Join a fast-growing SaaS company empowering home service professionals across the United States. This leadership role is ideal for experienced customer success executives who excel at building high-performing teams, improving customer experience, and driving long-term retention and growth.
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About the Company
Housecall Pro is a leading software platform designed to help home service businesses streamline operations, manage customers, and grow efficiently. Supporting over 50,000 businesses, the company provides tools for scheduling, payments, dispatching, and more.
With a mission to improve the lives of service professionals, Housecall Pro combines innovative technology with a strong customer-first culture.
About the Role
As the Senior Director of Customer Success, you will define and lead the strategic vision for the customer success organization. You will oversee initiatives that improve customer satisfaction, retention, and overall experience while aligning with company growth objectives.
This is a high-impact leadership role requiring strong strategic thinking, operational execution, and the ability to inspire large, distributed teams.
Key Responsibilities
Customer Success Strategy & Leadership
- Define and execute the overall strategy for customer success aligned with company goals
- Lead, mentor, and scale teams of customer success managers and leaders
- Foster a high-performance, customer-centric culture across the organization
Customer Experience & Retention
- Drive initiatives to enhance customer journey, satisfaction, and long-term retention
- Establish and track key performance indicators (KPIs) to measure success
- Use data-driven insights to continuously improve customer outcomes
Cross-Functional Collaboration
- Partner with product, sales, and operations teams to ensure seamless service delivery
- Advocate for customer needs in executive-level discussions
- Align customer success initiatives with broader business strategy
Operational Excellence & Growth
- Manage department budgets, resource planning, and operational efficiency
- Identify opportunities for process improvements and innovation
- Oversee escalation management and resolve complex customer issues
Requirements / Skills
- Bachelor’s degree in a relevant field
- 10+ years of experience in customer success or related leadership roles
- 5+ years managing large teams (50+ members), including leadership development
- Proven track record of improving customer satisfaction and retention
- Experience leveraging AI tools to enhance operational efficiency
- Strong leadership, communication, and stakeholder management skills
- Ability to execute complex strategies in fast-paced environments
Work Environment / Benefits
- Fully remote role with global team collaboration
- Competitive salary ($135,000 – $150,000) plus bonus and equity
- Comprehensive benefits including medical, dental, vision, and retirement plans
- Flexible paid time off and generous holiday policy
- Monthly technology reimbursement
- Inclusive, growth-focused company culture
- Opportunity to lead at scale in a high-growth SaaS environment
How to Apply
Apply directly through the official job page:
https://www.housecallpro.com/careers/open-positions/?gh_jid=5708973004
Note: Applications are handled on the employer’s official website. WorkinVirtual is not responsible for the hiring process.