Houzz

Vice President of Customer Success

Job Description

About the Role

Houzz is the leading platform for home renovation and design, connecting millions of homeowners with home improvement professionals through best-in-class software and advertising solutions. We are seeking a Vice President of Customer Success to lead and scale Customer Success across Houzz Advertising and Houzz Software, with full accountability for customer retention and product adoption.

This executive will build a world-class, data-driven Customer Success organization that ensures customers realize measurable value, deeply adopt Houzz products, and remain long-term partners of the platform. The VP of Customer Success will be a key member of the Revenue and Product leadership teams, partnering closely with Sales, Product, Marketing, and Finance.


What You’ll Do
  • Customer Success Strategy & Leadership
  • Own and execute the end-to-end Customer Success strategy across Houzz Advertising and Houzz Software.
  • Build, lead, and scale a high-performing Customer Success organization including onboarding, account management, renewals, and expansion support.
  • Establish a customer-centric culture focused on value realization, outcomes, and long-term partnerships.

  • Retention & Adoption Ownership (Primary KPIs)
  • Full executive ownership of Retention Rate and Product Adoption Rate KPIs across all customer segments.
  • Design and operationalize programs that drive:
  • Higher renewal rates and reduced churn
  • Deeper, faster, and more consistent product adoption
  • Increased customer lifetime value (LTV)
  • Develop clear success plans, health scoring, and intervention models to proactively manage risk and expansion opportunities.

  • Customer Lifecycle & Experience
  • Define and optimize the customer lifecycle, from onboarding through renewal and expansion.
  • Ensure seamless handoffs from Sales to Customer Success with clear expectations and success metrics.
  • Champion the voice of the customer, ensuring feedback loops inform product roadmap, pricing, and go-to-market strategy.

  • Cross-Functional Partnership
  • Partner closely with:
  • Sales & Revenue Leadership on renewals, expansions, and customer segmentation
  • Product & Engineering to drive adoption, usability, and roadmap prioritization
  • Marketing on customer education, lifecycle communications, and advocacy
  • Finance on forecasting, retention modeling, and revenue predictability
  • Serve as an internal executive advocate for customers.

  • Data, Metrics & Operational Excellence
  • Build a metrics-driven Customer Success organization, with clear dashboards, forecasting, and accountability.
  •  Establish and track leading and lagging indicators for retention, adoption, engagement, and customer health
  • Continuously improve processes, tooling, and systems to scale efficiently.

  • Talent Development & Org Design
  • Recruit, develop, and retain top Customer Success leadership and frontline talent.
  • Define clear roles, career paths, and performance expectations.
  • Coach leaders to operate as trusted advisors to customers and strategic partners internally.

  • Success in This Role Looks Like
  • Measurable, sustained improvements in retention and adoption rates across Houzz Advertising and Houzz Software.
  • Customers who clearly understand and realize the value of Houzz products.
  • A scalable, predictable Customer Success engine that contributes meaningfully to revenue growth
  • Strong internal alignment between Customer Success, Sales, Product, and Marketing
  • A high-performing, engaged Customer Success team with clear accountability and career growth.

    • At a Minimum, We’d Like You to Have
  • Experience
  • 12+ years of experience in Customer Success, Account Management, or related revenue leadership roles.
  • Proven experience leading Customer Success at scale for B2B SaaS and/or Advertising platforms.
  • Demonstrated ownership of Retention and Adoption KPIs at the executive level
  • Experience partnering with Product teams to drive adoption and influence roadmap decisions.
  • Track record of building and scaling teams in high-growth environments.

  • Skills & Leadership Attributes
  • Strong strategic thinker with the ability to translate strategy into execution
  • Deep customer empathy combined with rigorous operational discipline
  • Highly analytical, with a strong command of customer metrics and financial drivers
  • Exceptional cross-functional leadership and executive communication skills.Comfortable operating in complexity across multiple product lines and customer segments.

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