Director of Customer Success

About Resi

Resi is the marketing operating system for multifamily. The platform centralizes digital products, services, data, and integrations into one connected ecosystem that powers the renter journey for property operators.

We are a growing, fast-moving team that pairs the platform with managed web, SEO, and paid media services, and we're moving toward a more platform-driven model. That puts customer success at the center of how we grow: how clients onboard, get support, and stay with us is the proof the platform works.

The role

The Director of Customer Success owns the client relationship after the sale and is accountable for Resi's retention. As Resi moves toward a more platform-driven model, this role defines how clients experience that shift: getting more value from the platform, getting answers faster, and growing with us over time. Retention is what turns each new sale into durable growth, and satisfied clients are the most convincing case Resi can make to the market.

This is a player-coach role today, with the opportunity to develop into a more senior leadership role as Resi scales. You set the strategy for how we onboard, support, and grow clients, lead the team that delivers it, and stay close to key accounts. You'll have a direct line to executive revenue leadership and the autonomy to define how customer success works at Resi, how it innovates, and how it helps Resi scale toward a platform-driven model.

What you'll own

• Oversee the full post-sale client lifecycle across the platform and managed services, from onboarding and ongoing support through account expansion.
• Set the customer success strategy and operating model, and align it with Resi's move toward a multi-product platform-driven business.
• Lead CS strategic planning: set annual and quarterly goals, priorities, and initiatives that ladder into company targets, and own the function's performance against them.
• Lead, develop, and retain the CS team, with clear roles, priorities, and accountability, and shape its structure as Resi scales.
• Own the CS budget across team, tools, and vendors, and tie spending decisions to department goals outcomes.
• Build with systems, technology, and AI first: automate repetitive work, give clients self-serve answers, and scale the team's output while maintaining excellent customer experience.
• Set how client work is orchestrated across teams, so launches and service changes stay on schedule and clients always know where things stand.
• Lead the onboarding and implementation strategy, from the handoff from Sales to launch, so new clients and new products reach value quickly.
• Oversee the support function and its knowledge strategy, so clients get fast, reliable answers and the same issue rarely comes up twice.
• Partner across the company: sales, marketing, design, digital marketing, product, and engineering to align on client needs and deliver one connected experience across the client lifecycle.
• Report on retention, client health, and team performance to leadership.
• Own gross and net revenue retention through a segmented coverage model, health scoring, early warning signals, and save plans for at-risk accounts.

What you bring

Required

• 5+ years in customer success or related discipline; ideal experience with B2B software
• 3+ years managing a team. You hire well, develop people, and hold them to a high bar.
• Retention ownership: you've owned a retention number, moved it, and can explain what drove the change.
• Operational and strategic expertise: you can take a goal, a need, or a gap you spot, turn it into a plan, and systematize the work so it runs consistently without you.
• Builder experience: you've built CS processes from scratch and turned them into systems a team can run.
• Automation and AI fluency: you use automation and AI hands-on to intelligently deliver better outcomes to clients and scale a team's performance.
• Proven decisiveness in ambiguity: you form a clear point of view, make the call, and push the work forward, communicating clearly with clients and executives along the way.
• Data fluency: you work comfortably across CRMs and other business systems, and you use their data and reporting to make decisions.
• Strong communication, written and verbal: you make complex issues clear for clients, keep internal teams aligned on priorities, and handle difficult conversations with confidence and care.

Preferred

• Multifamily experience: you know the industry, its operators, and how they buy, or you bring real estate experience that translates.
• Hybrid delivery experience: you've run CS where software and managed services are sold together.
• Tech stack proficiency: you've worked hands-on in HubSpot, Asana, Claude, or similar CS tools.
• Bonus points if you have a marketing technology background: you've worked with marketing software or digital marketing services, especially web, SEO, or paid media.

This is a fully remote position located in U.S. time zones with travel requirements of approximately 20% for client visits and conferences.