Director of Customer Success

Resi

2d•Remote

About The Position

Resi is the marketing operating system for multifamily, centralizing digital products, services, data, and integrations into a connected ecosystem for property operators. The Director of Customer Success owns the client relationship after the sale and is accountable for Resi’s retention. As the company moves toward a more platform-driven model, this role defines how clients onboard, receive support, get value from the platform, and grow with Resi over time. This is a player-coach role with the opportunity to develop into a more senior leadership role as Resi scales. The Director sets the strategy for onboarding, support, and account growth; leads the team delivering it; and remains close to key accounts. The role has a direct line to executive revenue leadership and autonomy to define and evolve the customer success function.

Requirements

At least 5 years of experience in customer success or a related discipline; B2B software experience is ideal.
At least 3 years of team management experience, including hiring, developing people, and holding them to a high standard.
Experience owning a retention target, improving it, and explaining the factors behind the change.
Operational and strategic expertise, including translating goals, needs, or identified gaps into plans and repeatable systems.
Experience building customer success processes from scratch and turning them into systems a team can run.
Hands-on fluency with automation and AI to improve client outcomes and scale team performance.
Ability to make decisions in ambiguous situations, form a clear point of view, move work forward, and communicate with clients and executives.
Data fluency, including comfort with CRMs and other business systems and using their data and reporting to make decisions.
Strong written and verbal communication skills, including explaining complex issues clearly, aligning internal teams, and handling difficult conversations with confidence and care.

Nice To Haves

Multifamily industry experience, familiarity with its operators and buying processes, or relevant real estate experience.
Experience running customer success for a business that sells both software and managed services.
Hands-on experience with HubSpot, Asana, Claude, or similar customer success tools.
Marketing technology experience, including marketing software or digital marketing services such as web, SEO, or paid media.

Responsibilities

Oversee the full post-sale client lifecycle across the platform and managed services, from onboarding and ongoing support through account expansion.
Set the customer success strategy and operating model, aligning it with Resi’s transition to a multi-product, platform-driven business.
Lead strategic planning by setting annual and quarterly goals, priorities, and initiatives that support company targets, and own the function’s performance against them.
Lead, develop, and retain the customer success team; establish clear roles, priorities, and accountability; and shape the team’s structure as Resi scales.
Own the customer success budget for the team, tools, and vendors, tying spending decisions to department goals and outcomes.
Use systems, technology, and AI to automate repetitive work, provide self-service answers, and scale team output while maintaining an excellent customer experience.
Set how client work is coordinated across teams so launches and service changes stay on schedule and clients know their status.
Lead onboarding and implementation strategy, from the Sales handoff through launch, so new clients and products reach value quickly.
Oversee the support function and its knowledge strategy so clients receive fast, reliable answers and recurring issues are reduced.
Partner with sales, marketing, design, digital marketing, product, and engineering to align on client needs and deliver a connected client experience.
Report retention, client health, and team performance to leadership.
Own gross and net revenue retention through segmented account coverage, health scoring, early warning signals, and save plans for at-risk accounts.