Vice President of Customer Success

What You’ll Do

• Customer Success Strategy & Leadership
• 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.
 
• Retention & Adoption Ownership (Primary KPIs)
• 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.
 
• Customer Lifecycle & Experience
• 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.
 
• Cross-Functional Partnership
• Partner closely with:
• Sales & Revenue Leadership on renewals, expansions, and customer segmentation
• Product & Engineering to drive adoption, usability, and roadmap prioritization
• Marketing on customer education, lifecycle communications, and advocacy
• Finance on forecasting, retention modeling, and revenue predictability
• Serve as an internal executive advocate for customers.
 
• Data, Metrics & Operational Excellence
• Build a metrics-driven Customer Success organization, with clear dashboards, forecasting, and accountability.
•  Establish and track leading and lagging indicators for retention, adoption, engagement, and customer health
• Continuously improve processes, tooling, and systems to scale efficiently.
 
• Talent Development & Org Design
• Recruit, develop, and retain top Customer Success leadership and frontline talent.
• Define clear roles, career paths, and performance expectations.
• Coach leaders to operate as trusted advisors to customers and strategic partners internally.
 
• Success in This Role Looks Like
• Measurable, sustained improvements in retention and adoption rates across Houzz Advertising and Houzz Software.
• Customers who clearly understand and realize the value of Houzz products.
• A scalable, predictable Customer Success engine that contributes meaningfully to revenue growth
• Strong internal alignment between Customer Success, Sales, Product, and Marketing
• A high-performing, engaged Customer Success team with clear accountability and career growth.

At a Minimum, We’d Like You to Have

• Experience
• 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.
 
• Skills & Leadership Attributes
• 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 communicati