Customer Client Success Director

We are looking for a Customer Client Success Director with SaaS B2C/PropTech experience who will raise the standards of client success and turn our department into a true WOW-engine.

This is a role for an A-player leader who:

• Builds world-class processes and elevates customer experience to the next level.

• Inspires and mentors a team to deliver outstanding results.

• Turns clients into loyal advocates of the brand.

• Sees data and KPIs as the compass for scaling success.

• Understands that our salary is paid by the Client — and that retaining existing customers is more important than just acquiring new ones.

• Isn’t afraid to get hands-on, personally talking with clients to deeply understand their needs and challenges

Key Responsibilities:

• Lead and grow the Customer Success Department: manage, hire, and mentor a team of 5+ specialists, ensuring alignment with company profit and growth targets.

• Elevate customer experience standards: build processes where every client interaction ends with a “WOW.”

• Be hands-on when needed: engage directly with clients to understand their real feedback, frustrations, and opportunities.

• Oversee communication channels: manage Zendesk (or similar), live chat, calls, and escalations.

• Drive performance through KPIs: response times, CSAT, retention, repeat purchases. Continuously analyze and improve metrics.

• Build retention strategies: ensure customers stay happy, satisfied, and loyal — turning long-term relationships into revenue growth.

• Collaborate cross-functionally: work with product, sales, and marketing teams to integrate customer feedback and strengthen services.

• Strategize for scale: partner with leadership to optimize processes, expand the team, and innovate with automation and AI.
• Work time zone - Eastern US Time

What We’re Looking For:

• 3+ years leading Customer Success / Customer Support teams in SaaS B2C or PropTech companies.

• Excellent English (C1+) — both written and spoken.

• Proven track record of managing by KPIs and improving performance.

• Experience with automation and AI solutions in customer operations.

• Proficiency with Zendesk (or similar platforms).

• Strong organizational and leadership skills — thriving in a fast-paced, high-growth environment.

• Knowledge of the real estate or PropTech market is a strong plus.
  
  

What We Offer

• You’ll work at the core of a product-led, AI-powered startup where data drives every decision
• Your work will ship — fast — and impact thousands of users
• High autonomy, low bureaucracy: we trust you to own your domain
• Remote-first culture with flexible hours and async-friendly communication
• Salary (fixed base) ABOVE the market average.
• A smart, passionate team that moves fast, supports each other, and builds cool stuff
•  15 paid vacation days + 5 paid sick days annually.
•  Paid access to courses, books, and growth resources.
•  Real decision-making power and ownership of your results.