Director of Customer Success

Marina del Rey, CA 

Compensation

Competitive + Stock Options + Full Benefits

Employment Type

W2

About LeaseLock

LeaseLock helps the world find home. We are transforming the rental housing market for the better—making leasing faster, simpler and more affordable.

Powered by insurance technology, we deliver a modern lease experience that replaces expensive security deposits. Renters pay an affordable monthly fee, which provides up to $5000 in coverage for the property on every lease—significantly more than a deposit. Renters save thousands of dollars at move-in while properties drive more leasing traffic and close more leases.

We are the only nationwide insurance technology of our kind, and we’re growing quickly. LeaseLock has insured over $500 million in leases, and has secured over $25 million in venture financing from leading funds including Liberty Mutual Strategic Ventures. We are headquartered a few blocks from the ocean in sunny Marina Del Rey, and are walkable to restaurants, bars and the beach.

Role Summary

The Director of Customer Success will report to the VP of Client Services and will be responsible for devising a strategy that results in our customers having a positive experience and enables LeaseLock to drive expansion. This leader will have experience identifying user stories, opportunities to better meet the needs of our customers and a track record of implementing product and process optimizations to achieve performance KPIs. 

Responsibilities: 

• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption and leading a positive customer experience
• Drive and measure customer outcomes, product adoption and customer experience
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Define and optimize customer lifecycle by driving programs and initiative to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• Build and lead world-class team:
• Recruit and develop a high performing team
• Develop company-wide customer success processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
• Foster collaboration within the LeaseLock team and across customers
• Drive operational practices to track performance of teams and individuals
• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
• This role is focused on customer success management and is not a technical support-related role.

Requirements:

• 7 - 10 years of management experience leading teams in a software company
• 5 years experience leading customer success managers, account management, or sales teams
• 3+ years experience scaling support teams, BPO experience a plus
• Proven experience leading teams, driving software adoption and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Demonstrated ability to lead managers and successfully manage teams across cultures, lines of business, and geographies
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization and with external stakeholders
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Willing and able to address escalated client issues with speed and urgency

Preferences: 

• Experience managing BPO’s is preferable, but not required 
• Experience in a high growth, SAAS company 

Benefits

• Full health, medical and dental benefits
• 401k matching
• Unlimited vacation time
• Opportunity to own and build a brand from the ground up
• Help make a difference in housing affordability in America