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Head of Customer Success



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Thursday, May 30, 2024

Who We Are

Perchwell is the premier workflow software and data platform for real estate professionals and consumers. Based on the industry’s foundational data, Perchwell builds a modern software suite to empower real estate professionals to do their best work, provide differentiated service to their clients, and grow their businesses.

Backed by Founders Fund, Lux Capital, and some of the country’s leading Multiple Listing Services (MLSs), Perchwell builds next generation workflow software/data products for the multi-trillion dollar residential real estate industry. Perchwell is the first new entrant to come to market in decades and is currently scaling its best-in-class platform.

Position Overview:

Reporting directly to the CEO, the Head of Customer Success will lead the charge in scaling the function, leading the team, and building strategies/programs to make our customers successful. We aim to turn all customers into advocates, and the Head of Customer Success will play an integral role in that effort.

You'll define and execute a comprehensive customer success strategy aligned to company goals, encompassing aspects of the post-sales customer journey across implementation, success management and support. You'll develop and implement a world-class post-sales experience specifically to make MLS and brokerages successful on the platform, fostering trusted partnerships across the Perchwell customer base.

This position is expected to work out of our NYC Office in SoHo 4 days per week.

What You'll Do:

  • Define, develop and implement a world-class post-sales journey for mission-critical B2B enterprise software specifically tailored to the needs of MLS organizations and brokerages

  • Establish a common operating framework and partner cross functionally to bring the voice of the customer to other operational departments (Product, Operations, Engineering, Sales, Finance)

  • Build, lead, and motivate a high-performing customer success and support team

  • Lead conversations and work closely with Perchwell customers to ensure their success, fostering a trusted partnership

  • Scale the team with data and metrics, including Gross Dollar Retention, NPS & Time-to-Deploy

  • Lead and support a variety of strategic customer success projects, including setting up the renewals motion, mapping the customer lifecycle, and more

Who You Are:

  • A customer success leader with experience driving high-growth, scaling organizations

  • You have a proven track record of building quantifiable customer success and growth, with a strong understanding of B2B enterprise software

  • You are a master collaborator with a proven ability to work effectively across departments

  • A data-driven leader with a deep understanding of the needs of a niche, non-technical customer base (e.g., real estate professionals)

  • An agile leader who gets energized by the fast pace and challenges of a startup. You're comfortable jumping in wherever needed, tackling diverse problems, and wearing multiple hats. Resourcefulness, adaptability, and a thirst for learning are your superpowers

What You'll Need:

  • 6+ years of experience scaling customer success functions at enterprise SaaS/data companies, including a demonstrable history in leading and inspiring high-performing teams

  • Strong communication skills and executive presence to command a room and inspire confidence.

  • A genuine customer obsession – their success is your success

  • Strong learner with an aptitude for absorbing and synthesizing technically complex information and then explaining it in a clear and concise manner

  • Ability to develop metrics-driven action plans and customer success operational documentation that lead teams to achieve goals

  • Proficiency in presentation tools (PowerPoint/Google Slides)

  • (Bonus) Familiarity with both sales-led & PLG go-to-market SaaS models

  • (Bonus) Experience with customer success strategy/operations

  • (Bonus) Prior real estate industry experience

Salary Range:

To provide greater transparency to candidates, we share base salary ranges for all US-based job postings regardless of state. Our ranges are based on function and level benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including skills, job-related knowledge and depth of work experience.

The compensation for this position is $170,000 - $215,000 base salary + equity + benefits.

Note: At this time, we are only considering candidates who are authorized to work in the U.S.