DIRECTOR OF CUSTOMER SUCCESS

Join a Real Estate Investing SaaS company changing the REI landscape and put your stamp on the customer success department from the ground up!

WHO WE ARE:

Privy™ is leveling the Real Estate Investing playing field, providing more Real Time investment property data than anyone else in the world. We curate Multiple Listing Service (MLS) data to customer’s specific criteria- with one click! Our proprietary algorithms make real estate investing accessible to everyone, allowing them to make educated decisions no matter their experience in real estate investing. Be part of the world-class team that takes Privy from proven start-up to real estate investing dynasty. Privy is a SaaS company with unparalleled integrity committed to providing seamless usability to our REI customer base within a positive, data-driven environment. 

WHO YOU ARE:

Are you a creative, data-driven leader with demonstrated customer acquisition and retention skills in a SaaS environment? Are you a strategic thinker with the practical skills necessary to create a customer roadmap from scratch and ensure customer loyalty? Are you looking for a position that will allow you to stretch yourself and put your fingerprint on a company’s processes from the ground up?

As Privy’s Director of Customer Success, you are the leader of the customer journey, reporting directly to the CEO. Your role is to oversee the P&L of the department while ensuring our customers derive maximum value and utilization from our technology so they not only subscribe and renew but become advocates for us in the marketplace.

ROLE AND RESPONSIBILITIES:

• Manage to monthly, quarterly, and annual profit and loss targets

• Create year-over-year growth strategy that aligns with overall company goals

• Develop, execute and document strategic customer acquisition and retention plans and processes with a continuous improvement mindset

• Develop and maintain relationships with B2B and B2C customers

• Define and monitor daily performance metrics in Hubspot to track all activities and workflows

• Create and prioritize target prospect lists and develop sales quotas and other metrics

• Minimize churn and increase renewal rates

• Standardize customer interventions at each journey point, working closely with marketing for successful handoffs

• Map our customer’s journey and collaborate with other departments to ensure successful acquisition and retention of customers in both B2B and B2C environments

• Utilize a consultative sales approach to gain a deep understanding of our customers and lead the department with the highest level of integrity

• Test new strategies and analyze data quickly to achieve company key target objectives

• Provide online product demonstrations and high-touch user engagement follow-up with prospective and existing clients

REQUIREMENTS:

• 4+ years direct B2B and B2C customer acquisition and retention experience in a SaaS environment

• 4+ years experience in team buildout and management in a customer-facing organization

• You are curious and inquisitive about what drives user behavior, using qualitative and quantitative data to drive decisions

• Experience in a startup environment, developing an entire division and its processes from the ground up and being one of the first 10 hires

• You work autonomously and with a team seamlessly and with attention to detail to drive results

• You are proactive, meticulous, organized, fearless, creative, analytical, grammatically impeccable, articulate and confident

• Ability to scale upward with a fast-growing company

• Experience collaborating with marketing, product management and other internal teams

• Proficiency with Hubspot, Excel and other platforms

• Exceptional management, interpersonal, written and presentation skills

• Ability to balance empathy for the customer and passion for revenue and growth

• Experience in deploying and optimizing Hubspot and other solutions to increase productivity of team members

• Strong experience in leveraging other parts of the organization (Marketing, Product, Finance) to achieve goals

• Strong team player in an agile work environment

• Strong finance and budgeting abilities to leverage funds and create forecasting models

• BA or BS in related field desired

• You identify with our company values and will exhibit these traits in all internal and external communications

• Background and/or strong interest in Real Estate or Real Estate Investing

• BONUS: You have worked in a REI SaaS company before