Director of Customer Success
Customer Success /
Radius Agent is a fast-growing real estate technology firm backed by top leaders and investors in the real estate and technology Industries. Our mission is to empower real estate agents with the right technology and support to become successful entrepreneurs. With the launch and rapid scaling of our latest offering, Radius Agent Realty, we are growing our Agent Success Team.
We are looking for a Director of Customer Success who will lead the customer success team and possess a strong drive for results. Duties will include a broad range of tasks such as implementing successful processes, improving and optimizing customer experience through product support, and handling customer complaints and requests.
Successful candidates must be social, analytical, possess an aptitude for learning and be able to communicate clearly and effectively. You are a relationship manager, ambitious leader and an expert at customer success.
Responsibilities and Duties
- Define and optimize the customer journey, clarify ownership and oversee all lifecycle processes/touch points,
- Personally manage escalations from your direct reports, and implement a methodical escalation process
- Train CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
- Create dashboards to measure customer success, own key metrics for your team
- Document and continuously improve best practices, resources and KPIs
- Help foster company-wide culture of Customer Success
Qualifications and Skills
- Excellent written and verbal communication
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
- Detail-oriented with solid organizational and problem-solving skills
- 6+ years of existing Customer Success Experience in a SAAS and/or real estate company, 2+ years of managing a team
- Bonus points for Real Estate experience, Hubspot proficiency
- Strong growth potential within the organization
- Professional development from talented leaders and innovators
- Positive and fun work culture
- Generous PTO, medical insurance and 401k match