Customer Client Success Director

About the company
Turning marketing into a market-domination weapon, we created a new category - the marketplace for future customers. Businesses shop for leads as they shop for products in e-commerce: you see everything about a lead before you buy - full transparency, control, and predictable outcomes. We’re the #1 lead marketplace in the USA, and we’re accelerating.

Role overview
You will own the full client success experience - from first interaction to long-term retention and advocacy. This role exists to raise the bar for how we work with clients, turning customer success into a measurable growth engine. You will lead a team, build scalable processes, and stay close to customers to make sure we truly earn their loyalty.

🔧 What You’ll Be Doing:

• Lead, hire, and mentor a Customer Success team of 5+ specialists, aligning daily work with retention and revenue goals
• Build and improve customer success processes that consistently deliver a clear “WOW” experience
• Work hands-on with key clients to understand real needs, challenges, and opportunities
• Own client communication channels - Zendesk (or similar), live chat, calls, and escalations
• Define, track, and improve KPIs such as CSAT, response times, retention, and repeat purchases
• Partner with product, sales, and marketing teams to turn customer feedback into better features and services
• Scale the function by introducing automation and AI where it improves speed, quality, and consistency

✅ What Makes You a Strong Fit:

• 3+ years of experience leading Customer Success or Support teams in SaaS B2C or PropTech
• Proven ability to manage teams through data, KPIs, and clear performance goals
• Strong experience with Zendesk or similar customer support platforms
• Hands-on leadership mindset - comfortable speaking directly with clients when needed
• Experience using automation and AI tools in customer operations
• English level C1+ - used daily in written and spoken communication with clients and internal teams

➕ Bonus if you have:

• Background in real estate or PropTech products
• Experience scaling customer success teams in fast-growth startups
• Experience turning customer success insights into upsell or expansion revenue
• Familiarity with subscription or repeat-purchase business models

🎁 Why You’ll Love It Here:

• 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 plus 5 paid sick days annually
• Paid access to courses, books, and growth resources
• Real decision-making power and ownership of your results