Customer Success Executive

2 weeks ago

New York, New York, United States Perchwell Full time
About Us

Perchwell is a cutting-edge data and workflow platform tailored for real estate professionals and consumers. Leveraging foundational industry data, Perchwell develops a modern software suite designed to empower real estate professionals to excel in their work, deliver exceptional service to their clients, and expand their businesses.

Supported by prominent investors such as Lux Capital and Founders Fund, along with leading Multiple Listing Services (MLSs), Perchwell is pioneering next-generation workflow software and data products for the multi-trillion dollar residential real estate sector. As a new entrant in the market, Perchwell is actively scaling its top-tier platform.

Role Summary:

Reporting directly to the CEO, the Director of Client Success will spearhead the growth of the customer success function, oversee the team, and devise strategies and programs aimed at ensuring customer satisfaction. Our goal is to transform all clients into advocates, and the Director of Client Success will be pivotal in achieving this objective.

You will be responsible for defining and executing a comprehensive customer success strategy that aligns with company objectives, covering all aspects of the post-sales customer journey, including implementation, success management, and support. You will create and implement a premier post-sales experience specifically designed to ensure the success of MLS and brokerages on our platform, nurturing trusted partnerships throughout the Perchwell customer community.

This position is expected to operate primarily from our NYC Office in SoHo.

Key Responsibilities:
  • Design, develop, and implement a premier post-sales journey for mission-critical B2B enterprise software tailored to the requirements of MLS organizations and brokerages.
  • Establish a unified operational framework and collaborate cross-functionally to integrate the voice of the customer into other operational departments (Product, Operations, Engineering, Sales, Finance).
  • Build, lead, and inspire a high-performing customer success and support team.
  • Engage in meaningful discussions and collaborate closely with Perchwell customers to guarantee their success, fostering a trusted partnership.
  • Utilize data and metrics to scale the team, focusing on Gross Dollar Retention, NPS, and Time-to-Deploy.
  • Lead and support various strategic customer success initiatives, including establishing the renewals process, mapping the customer lifecycle, and more.
Qualifications:
  • A seasoned customer success leader with experience in driving growth within scaling organizations.
  • A proven track record of building measurable customer success and growth, with a solid understanding of B2B enterprise software.
  • An exceptional collaborator with a demonstrated ability to work effectively across departments.
  • A data-driven leader with a profound understanding of the needs of a specialized, non-technical customer base (e.g., real estate professionals).
  • An agile leader who thrives in the fast-paced environment of a startup, comfortable tackling diverse challenges and wearing multiple hats. Resourcefulness, adaptability, and a passion for learning are your strengths.
Requirements:
  • 6+ years of experience in scaling customer success functions at enterprise SaaS/data companies, with a proven history of leading and motivating high-performing teams.
  • Excellent communication skills and executive presence to inspire confidence.
  • A genuine commitment to customer success - their achievements are your achievements.
  • A strong learner with the ability to absorb and clarify technically complex information.
  • Capability to develop metrics-driven action plans and operational documentation that guide teams toward achieving goals.
  • Proficiency in presentation tools (PowerPoint/Google Slides).
  • (Bonus) Familiarity with both sales-led and PLG go-to-market SaaS models.
  • (Bonus) Experience in customer success strategy and operations.
  • (Bonus) Prior experience in the real estate industry.
Compensation:

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

The compensation for this position ranges from $170,000 to $225,000 base salary, along with equity and benefits.

Note: We are currently considering only candidates authorized to work in the U.S.

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