Director, Customer Success - Roost
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Director, Customer Success

We’re building Roost so that anyone who rents can live well now — and get ahead.  We help renters make financial progress with guidance, security deposit protection, and cash advances to cover unexpected expenses. We seek a talented Director of Customer Success to take responsibility for creating a strategy that results in delighted partners and happy customers, which ultimately drives expansion.

Where you’ll make an impact

  • Lead the design and process for customer accounts for easy onboarding, product adoption and customer happiness.
  • Drive improvements, customer expansion, KPIs,  retention and efficiency improvements for our partners. 
  • Give input to product features that have a direct impact on user engagement and revenue.

What you’ll do

  • Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption and leading a positive customer experience
  • Drive and measure customer outcomes, product adoption, and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health score
  • Define and optimize customer lifecycle by driving programs and initiative to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • Recruit and develop a high performing team
  • Contribute to developing company-wide customer success processes, content, and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
  • Foster collaboration within the Roost team and across customers
  • Be an inspirational role model fostering our mission and vision of the organization.

What we’re looking for

  • 5+ years customer/account management and management experience in a fast-growing, SaaS software company (preferably multifamily prop-tech)
  • 3+ years leading customer success managers, account management, or sales
  • Strong operational experience maturing processes and efficiency as the business scales
  • Excellent organization, time management, and flexibility in responding to the evolving needs of the business and customers
  • Great external and internal customer-facing communication and presentation skills

What we offer

  • Help make housing more affordable in America
  • Competitive compensation package and stock option grants
  • 401(k), medical, dental and vision for you and dependents
  • $500 enrichment stipend towards learning and development for your role
  • Generous, flexible vacation + take care of yourself days
  • Flexible, remote work environment

How to apply

Shoot us an email with your skills and the type of role you’re looking for — as well as your best or worst rental story (if you are inclined). We look forward to hearing from you!

Roost is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any characteristic protected by applicable federal, state, or local law.