Customer Success Director

DoorLoop is a high-growth real estate tech company with offices in the US (Miami) and Israel (Tel Aviv). Our product helps property managers and owners make more money, get organized, and grow with easy-to-use, secure, and reliable, all-in-one property management software.DoorLoop prides itself on being People First. We are a Certified Great Place to Work, recently ranked #13 in Forbes’ list of America’s Best Startup Employers, and are proud to have our team rate us a 4.9/5 on Glassdoor.

Mission

We are seeking a strategic and results-driven Customer Success Director to lead our customer success efforts. This role will report directly into our VP of CX.

In this role, you will be responsible for our Customer Success & Account Management Team who are responsible for all ongoing proactive communication with customers, ensuring they receive maximum value from our solutions. This team is also responsible for upsells and cross-sells so a strong commercial background is critical. You will lead a team of pooled Customer Success Managers (CSMs) and Account Managers (AMs) who handle post-onboarding engagement for our SMB customers, driving retention, satisfaction, product adoption and expansion/growth.

Your primary focus will be on implementing customer success strategies that promote growth and reduce churn. You will collaborate cross-functionally with teams such as Sales, Marketing, Product, and Support to ensure our customers' success and satisfaction.

Duties and Responsibilities:

• Team Leadership: Lead, mentor, and manage a team of pooled CSMs who handle proactive customer communication and engagement for SMB accounts post-onboarding. Lead a team of Account Managers who will be driving expansion, cross-sell and up-sell revenue as well as owning retention.
• Customer Success Strategy: Develop and execute a customer success strategy that ensures customers achieve their desired outcomes, fostering high customer retention and identifying expansion opportunities.
  
  

Customer Success as a Service: Explore opportunities for us to sell Customer Success as a Service as an additional revenue stream for DoorLoop. Work with our Sales and Marketing teams to build out different pricing and packages to incorporate this as an option.Customer Engagement Oversight: Ensure that the CSMs are actively engaging with customers to drive product adoption, renewal, and expansion post-onboarding.

• Proactive Customer Communication: Design and implement scalable, proactive communication strategies that ensure regular check-ins, success planning, and customer health monitoring.
• Retention & Growth: Drive customer retention and identify upsell/cross-sell opportunities by ensuring customers are leveraging the full value of our product suite.
• Customer Health Metrics: Oversee the monitoring of customer health metrics and direct the team to take action based on trends, risks, and opportunities.
• Collaboration with Onboarding Team: Work closely with the onboarding team to ensure a seamless handoff to the post-onboarding CSMs, guaranteeing continuity in customer experience.
• Customer Feedback Loop: Facilitate a feedback loop between customers and internal teams, sharing insights with Product, Sales, and Marketing to influence product development and refine value propositions.
• Process Optimization: Continuously improve and scale customer success processes, identifying areas for optimization to better support the SMB segment and pooled model.
• Data-Driven Leadership: Utilize data and analytics to track performance metrics, generate insights, and create reports that provide visibility into the health and success of our customer base.
• Executive Reporting: Report to senior leadership on customer success metrics, strategies, risks, and opportunities, offering clear visibility into customer satisfaction, retention, and growth.
• Communication & Change Management: Develop communication plans that keep internal and external stakeholders informed about changes. Be a strong voice in the organization for customer advocacy and drive forwards change that will benefit the business, employees and our customers.
• Project Management: Oversee customer success projects, such as product implementations, upsell initiatives, and process improvements. Ensure successful completion of projects on time and within scope.
• Organizational Architecture: Lead the restructuring of the Customer Success organization to ensure it is set up to scale and support future growth. Identify areas for improvement in structure, workflow, and team roles.
  
  

Qualifications:

• Bachelor’s degree in Business, Marketing, or related field. Master’s degree is a plus.
• 7 years of experience in customer success or account management, with at least 3 years in a leadership role, preferably managing teams that work with SMB clients.
• Experience managing a pooled CSM model or overseeing CSM teams working across a high volume of smaller accounts. Experience building and scaling an onboarding program is critical.
• Proven success in reducing churn, driving product adoption and customer growth in a B2B SaaS environment.
• Strong strategic thinking and ability to align customer success initiatives with company goals.
• Excellent communication, leadership, and relationship-building skills.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Proficient with CRM and customer success tools (Salesforce, ChurnZero, Intercom, etc.), with a data-driven approach to tracking customer success metrics.
• Strong understanding of customer success processes, best practices, and how to scale them across diverse customer bases.
• Passion for customer success and demonstrated success in creating exceptional customer experiences.
  
  

Benefits

• Unlimited paid time off with unlimited personal, vacation, and sick days.
• 401k with 4% matching. No time delays with instant vesting. Enroll and keep all money on day 1.
• 100% paid health insurance including medical, dental, and vision on Cigna's PPO Open Access Plus plan, and 25% covered for dependents.
• $100,000 life insurance policy to take care of your loved ones.‍
• Short-term and long-term disability insurance for unexpected events.
• ‍Company expense card and a monthly stipend for any business expenses (training courses, certifications, equipment, whatever you want!).
• World-class training program where you're paired with an onboarding buddy to ensure your success.
• Work on Lincoln Road (for those working in our Miami office), the most vibrant street worldwide with great restaurants, activities, and walking distance from the beach.
• No micromanagement - We believe responsible people thrive on freedom.
• Great equipment - Ergonomic chairs, stand-up desks, Mac or PC laptops, dual monitors, and more.
• No rules - No dress code, policies, or handbooks. Just do great work & have fun!
• Get paid bi weekly with Gusto payroll - Split paychecks between different bank accounts, save money automatically towards a travel or emergency fund. Get a high-interest savings account, free payroll advances, and more.
  
  

Additional Information

Please only apply if you're very serious. As an equal opportunity employer with a non-biased interview process, you will be asked to complete an application, followed by a 25 minute assessment to make sure you're an A Player who also takes this process seriously.

You will work directly with our co-founders and will receive training on all tasks.

This position is one with many responsibilities that will continually change as we continue to grow. The most important part is that you learn as much as you can from others around you, and help improve the company in any way possible.

Learn more about us from our careers page. We look forward to hearing from you soon!