Director of Customer Success

Description

About DoorLoop

DoorLoop is property management software built for speed and the smart choice for people who take growth seriously. With offices in Miami, New York City, and Tel Aviv, we’re a global company helping property owners and managers move faster, scale smarter, and get real support, real fast.

We’re proudly People First. That’s why we’re a Certified Great Place to Work, recognized by Forbes as one of America’s Best Startup Employers in both 2024 and 2025, and earn top ratings on Glassdoor.

Mission

As the Director of Customer Success, your mission is to build and scale a world-class post-onboarding Customer Success engine that drives retention, expansion, and customer advocacy across DoorLoop’s customer base of ~12,000 property managers and owners.

This is a high-impact leadership role at the intersection of CX, Product, Sales, and Marketing. You will own renewal retention and expansion outcomes, and help turn more customers into long-term partners and raving fans.

DoorLoop is a high-velocity SaaS business, and Customer Success must operate through strong systems, segmentation, and scalable execution — not heroics. This role requires a leader who can set strategic direction and execute with rigor to move the needle.

You will report directly to the Chief Customer Officer and collaborate closely with the Senior Director of Professional Services and Head of Customer Support to ensure the customer journey operates as one aligned system and the customer voice is heard across the company.

Responsibilities

Customer Adoption, Retention, and Renewals

• Own renewal outcomes and retention targets across DoorLoop’s post-onboarding customer base
• Drive strong product adoption by defining success milestones, usage benchmarks, and value realization frameworks aligned to customer goals
• Ensure CSMs proactively manage risk, identify churn signals early, and execute effective save and renewal strategies
• Serve as a highly data-driven leader who can translate funnel metrics into corrective action, surface risks early, and share clear points of view using data

Expansion and Revenue Growth

• Own upsell and expansion revenue targets in partnership with Sales and Revenue leadership
• Build scalable CS-led expansion motions tied to lifecycle moments, product adoption, and customer outcomes
• Establish clear forecasting, pipeline discipline, and repeatable playbooks to drive NRR over time

Leadership and Team Development

• Lead and develop a multi-segment Customer Success organization, including:
• Dedicated CSM Team Manager (8 reports)
• SMB Team Manager (3 reports)
• Enterprise CSM team (2 CSMs)
• Recruit, onboard, coach, and develop high-performing Customer Success talent
• Build scalable training, playbooks, and certification programs that enable CSMs to operate as trusted advisors

Customer Engagement and Advocacy

• Maintain executive-level relationships with key customers and engage directly in strategic renewals and escalations as needed
• Partner with Marketing to scale advocacy, including:
• Improved NPS performance
• Increased referrals
• High-quality case studies and customer storytelling
• Strengthen DoorLoop’s customer community and long-term loyalty engine

Operational Excellence and Scalable Execution

• Own Customer Success forecasting, reporting, and operating cadence tied to adoption, renewals, churn risk, and expansion health
• Continuously refine segmentation, coverage models, and customer engagement strategies to support scale
• Ensure strong documentation hygiene and consistent execution across Vitally, Salesforce, and CS tooling

Innovation and AI-Driven Customer Success

• Champion innovation within CS by leveraging automation, AI-driven insights, and predictive health signals
• Partner with Product, Data, and Engineering to improve churn risk detection, adoption tracking, and expansion opportunity surfacing
• Drive adoption of workflows that automate low-value work so CSMs can focus on high-impact engagement

Requirements

• Proven experience improving Gross Revenue Retention (GRR) & running upsell/expansion/cross-sell motions (to drive NRR) at scale in another high-velocity, high-growth SaaS environment
• Experience running at-scale, digitally-led scaled CS motions with proven results.
• Proven experience having developed programs or initiatives that meaningfully increased product attach rate across the customer base in a scalable way
• Demonstrated ability to lead through systems, data, and execution caden