We’re looking for a Director of Customer Success to build and lead our post-sales customer experience from the ground up. This is a true “builder” role—ideal for someone who has designed and scaled Customer Success functions in SaaS environments.

You will own the strategy and execution of how we retain, grow, and support our customers across multiple products. This includes leading customer lifecycle design, reducing churn, and guiding customers through key transitions.

This role blends automation-first operations with human engagement, ensuring we scale efficiently while maintaining strong customer relationships.

Key Responsibilities:

Build the Customer Success Function

• Design and implement Customer Success strategy, processes, and tooling from scratch
• Establish customer lifecycle frameworks, health scoring, and engagement models
• Define success metrics (churn, retention, expansion, NPS, etc.) and reporting

Drive Retention & Reduce Churn

• Own net and gross retention targets, with a year-one floor of 80%+ GRR
• Identify risk signals and proactively intervene to retain customers
• Develop scalable playbooks for onboarding, adoption, renewal, and expansion

Operate in an AI-Enabled, Automated Environment

• Leverage AI and automation tools to scale customer engagement and insights
• Continuously improve workflows to reduce manual effort while maintaining quality
• Identify opportunities to introduce intelligent automation across the customer journey

Cross-Functional Leadership (Virtual Team)

• Serve as the central point of coordination across Sales, Product, Marketing, and Support
• Lead cross-functional initiatives to improve customer outcomes
• Influence roadmap and go-to-market strategy based on customer insights

Customer Engagement

• Build relationships with key customers where high-touch engagement is needed
• Balance digital-first engagement with strategic human interaction

 Requirements Skills and Experience:

• Proven experience building or scaling a Customer Success function in a SaaS company
• Strong track record of reducing churn and improving retention metrics
• Experience managing multiple products or product lines
• Demonstrated ability to lead product migrations or major customer transitions
• Comfortable operating in a highly automated, data-driven environment
• Has built or deployed AI-assisted workflows in CS—examples include AI-generated health scoring, automated QBR summaries, LLM-powered onboarding nudges, or AI triage for escalation to support. 
• Strong cross-functional leadership skills; effective in virtual -team environments
• Excellent communication and customer relationship skills

Preferred Skills and Experience:

• Experience in PropTech or adjacent industries
• Experience in early-stage or high-growth environments
• Background in customer operations, lifecycle marketing, and/or success transformation

Why This Role?

This is an opportunity to define and build a critical function at a pivotal time.  You'll shape how we engage with customers, influence product direction, and directly impact retention and growth. 

What Success Looks Like in Year One

Gross retention rate at or above 80%.  A health scoring model in production.  A CS tech stack selected and deployed.