What are the responsibilities and job description for the Head of Client Success position at Porch.com, Inc.?
Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by 1) providing the best services for homebuyers, 2) led by advantaged underwriting in insurance, 3) to protect the whole home.
As a leader in the home services software-as-a-service ("SaaS") space, we've built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.
In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.
Job Title : Head of Client Success
Location : United States
Workplace Type : Remote
Job Summary
The future is bright for the Porch Group, and we'd love for you to be a part of it as our Head of Client Success. Floify, a Porch Group business, is a leading mortgage automation proptech company, providing an innovative point-of-sale platform that transforms the way mortgage lenders and brokers operate. We empower our clients with tools that improve borrower experiences, streamline workflows, and drive operational efficiency. We are seeking a Head of Client Success to lead and scale our client success function. This role is ideal for a versatile leader who thrives in a start-up-like environment, embraces strategic and operational execution, and is passionate about helping clients maximize the value of B2B mortgage technology. If you excel at driving product adoption, retention, and client growth, we want to hear from you!
What You Will Do As The Head of Client Success
- Own the client lifecycle, ensuring that our customers-from brokers to enterprise lenders-realize the full potential of Floify's platform to drive positive business outcomes.
- Focus on product activation, adoption, retention, and expansion while building strong relationships with senior executives and ensuring seamless alignment with Product, Engineering, Support, and Operations.
- Develop and implement comprehensive onboarding strategies to ensure rapid client activation and engagement.
- Monitor adoption metrics and proactively drive deeper utilization of key features based on client business needs.
- Create customized success plans that align with clients' business goals and operational challenges.
- Establish frameworks to improve Net Revenue Retention (NRR), reduce churn, and increase account expansion.
- Identify opportunities for upselling and cross-selling, positioning Floify's products to address evolving client needs.
- Implement scalable processes to manage both high-touch enterprise relationships and smaller accounts effectively.
- Build trusted, long-term relationships with C-level executives and other senior stakeholders, earning their respect through demonstrated gravitas.
- Navigate complex client organizations to identify and engage key decision-makers and influencers.
- Travel to key client sites to build relationships, uncover new business opportunities, and ensure alignment with strategic objectives.
- Lead Quarterly Business Reviews (QBRs) with key accounts, reviewing progress, resolving challenges, and planning future goals.
- Develop and refine operational strategies, including ideal client onboarding frameworks, QBRs, and playbooks to drive consistent success and retention.
- Create and implement processes for tracking customer health, ensuring proactive interventions to address risks or challenges.
- Collaborate closely with Product and Engineering to ensure client feedback informs platform development and enhancements.
- Serve as an effective communicator and translator between clients and Product, Engineering, Support, and Operations teams.
- Leverage knowledge of mortgage point-of-sale systems, CRMs, Loan Origination Systems (LOS), and other industry tools to align product value with client goals.
- Translate technical features into business value for non-technical stakeholders, fostering client understanding and buy-in.
- Build, mentor, and manage a high-performing client success team, setting clear goals and fostering accountability.
- Provide coaching and support to team members, helping them engage with senior stakeholders and grow client relationships.
- Develop frameworks for continuous improvement in customer success practices and performance.
- Develop and report on key success metrics, including product usage, NRR, churn, and customer health scores.
- Use data insights to refine strategies and proactively address potential risks or growth opportunities.
What You Will Bring As Our Head Of Client Success
The application window for this position is anticipated to close in 2 weeks (10 business days) from 11 / 18 / 2024. Please know this may change based on business and interviewing needs.
What You Will Get As A Porch Group Team Member
Pay Range
Additionally, you will be eligible to receive long-term incentive awards, subject to program guidelines and approvals.
You will also be eligible to receive an annual bonus based on individual and company performance, subject to program guidelines and approvals
Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing.
LI-NH1
LI-Remote
What's next?
Submit your application and our Porch Group Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!
Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.
Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.
Porch Group is an E-Verify employer. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.
Salary : $132,000 - $184,800
