Director of customer success Dt

ispeedtolead • San Francisco, CA

17d • Remote

About The Position

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

Requirements

• 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.

Nice To Haves

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

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed