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Vice President of Customer Success

1 month ago
United States
Full-time
Executive
Customer Success
Customer and Technical Support
Apply Now
Houzz

Houzz

Houzz is an online platform that offers a vast collection of home design inspiration, including millions of interior design photos and professional resources, to assist homeowners and design enthusiasts in remodeling and decorating their spaces.

Specialty Retail
1K-5K
Founded 2009
$614M raised
View All Jobs 10

Description

  • Own and execute the end-to-end Customer Success strategy across Houzz Advertising and Houzz Software.
  • Build, lead, and scale a Customer Success organization spanning onboarding, account management, renewals, and expansion support.
  • Establish a customer-centric culture focused on value realization, outcomes, and long-term partnerships.
  • Own retention and product adoption KPIs across all customer segments at the executive level.
  • Design and operationalize programs that improve renewal rates, reduce churn, increase product adoption, and grow customer lifetime value.
  • Develop success plans, health scoring, and intervention models to proactively manage risk and expansion opportunities.
  • Define and optimize the customer lifecycle from onboarding through renewal and expansion.
  • Ensure strong handoffs from Sales to Customer Success with clear expectations and success metrics.
  • Partner with Sales, Product, Engineering, Marketing, and Finance on renewals, adoption, customer education, advocacy, forecasting, and revenue predictability.
  • Build a metrics-driven Customer Success organization with dashboards, forecasting, process improvements, and accountability.
  • Recruit, develop, and retain Customer Success leadership and frontline talent, including clear roles, career paths, and performance expectations.

Requirements

  • 12+ years of experience in Customer Success, Account Management, or related revenue leadership roles.
  • Proven experience leading Customer Success at scale for B2B SaaS and/or advertising platforms.
  • Demonstrated ownership of retention and adoption KPIs at the executive level.
  • Experience partnering with Product teams to drive adoption and influence roadmap decisions.
  • Track record of building and scaling teams in high-growth environments.
  • Strong strategic thinking with the ability to translate strategy into execution.
  • Deep customer empathy combined with rigorous operational discipline.
  • Highly analytical with a strong command of customer metrics and financial drivers.
  • Exceptional cross-functional leadership and executive communication skills.
  • Comfort operating in complexity across multiple product lines and customer segments.

Benefits

  • Annual base salary plus variable pay based on business metrics and individual performance.
  • Starting salary range of $210,000 to $255,000.
  • On-target earnings (OTE) of $85,000.
  • Flexible Paid Time Off (PTO).
  • Home internet stipend.
  • Medical, dental, and vision benefits.
  • Maternity/paternity leave program.
  • Employee Assistance Program (EAP).
  • Professional Development Reimbursement Program.
  • 401(k) retirement savings plans (Pre-Tax and Roth).
  • Flexible Spending Accounts (FSA) for medical and dependent care.
  • Health Savings Account (HSA) with company contribution.
  • Healthy at Houzz program.

Interested in this position?

Apply directly on the company website

Apply Now

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