Houzz

Vice President – Customer Success

Houzz

full-time

Posted on:

Location Type: Remote

Location: Alaska • Hawaii • United States

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Salary

💰 $210,000 - $255,000 per year

Job Level

Lead

About the role

  • Own and execute the end-to-end Customer Success strategy across Houzz Advertising and Houzz Software.
  • Build, lead, and scale a high-performing Customer Success organization including onboarding, account management, renewals, and expansion support.
  • Establish a customer-centric culture focused on value realization, outcomes, and long-term partnerships.
  • Full executive ownership of Retention Rate and Product Adoption Rate KPIs across all customer segments.
  • Design and operationalize programs that drive: Higher renewal rates and reduced churn, Deeper, faster, and more consistent product adoption, Increased customer lifetime value (LTV)
  • Develop clear 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 seamless handoffs from Sales to Customer Success with clear expectations and success metrics.
  • Champion the voice of the customer, ensuring feedback loops inform product roadmap, pricing, and go-to-market strategy.
  • Partner closely with Sales & Revenue Leadership on renewals, expansions, and customer segmentation.
  • Build a metrics-driven Customer Success organization, with clear dashboards, forecasting, and accountability.
  • Recruit, develop, and retain top Customer Success leadership and frontline talent.

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 thinker 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. Comfortable operating in complexity across multiple product lines and customer segments.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
Customer Success strategyAccount ManagementRetention Rate KPIsProduct Adoption Rate KPIsCustomer lifecycle optimizationHealth scoringRisk managementCustomer lifetime value (LTV)Metrics-driven organizationB2B SaaS
Soft Skills
Strategic thinkingCustomer empathyOperational disciplineCross-functional leadershipExecutive communicationTeam buildingTalent developmentProblem-solvingAdaptabilityCollaboration