Leonardo247 is a fast growing SaaS company that is improving business performance by automating and streamlining operations for individuals and teams in the real estate industry.

Reporting directly to our COO, the Head of Customer Experience at Leonardo247 will be at the helm of our Customer Success Team. This role involves building, scaling, and leading our Help Desk, Implementation, and Account Management teams ensuring our clients fully realize the value of our software solutions. Given Leonardo247’s subscription-based business model, the VP of Customer Success is essential to our long-term growth and customer retention.

Responsibilities

Build and scale a comprehensive customer strategy that focuses on high value realization, retention, and growth. You’ll report and optimize KPIs: TTV, Customer Health, GRR, & NRR.
Coach and develop ICs and Managers to ensure high performance and retention.
Manage, measure, and innovate on customer lifecycle touchpoints, playbooks, and interventions focused on a blend of human and automated engagements.
Collaborate with cross-functional teams removing barriers to customer and team success.
Develop customer feedback loops fostering advocacy and to resolve customer issues.
Oversee and execute renewals forecasting, risk mitigation strategies, and bookings.
Evangelize customer stories and champion relationships with senior Customer sponsors.
Engage customers as exec sponsor for key relationships, risk mitigation, and escalations.

10+ years of B2B SaaS Customer Success experience, minimum of 5 years in a leadership role.
Preferred but not required, multifamily housing industry experience.
Experience building and scaling a Customer Success function from $10M to +$50M.
Strong leadership skills with a focus on building high-performance remote culture that retains top talent and develops future leaders.
Analytical and process-oriented mindset, using data to drive execution and inform strategy.
Excellent communication and presentation skills; ability to influence via persuasion, negotiation, and consensus building.
Proven track record as a change agent, passion for solving customer problems, continuously identifying areas for improvement, and seizing opportunities for growth.
Strong empathy for customers combined with a passion for revenue and growth.
Deep understanding of value drivers in recurring revenue business models.
Demonstrated commitment to continuous learning and improvement.

You will want to join our team if you:

Want to be a part of something that is solving real problems and changing the way an entire industry does business.
Like a competitive base salary in a company with ever expanding opportunities.
Enjoy working from home and have a dedicated, quiet space where you can work.
Are committed to doing what it takes to ensure deadlines are met.
Have a positive, “get the job done” attitude and think of yourself as someone who is always working smart.
Thrive in a team environment where collaboration is the foundation to your success.

401(k)
Health, Dental and Vision Insurance
Health Savings Account
Unlimited PTO
Paid Sick Days
Internet and Mobile Phone Stipend
Work from Home

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Leonardo247 - VP, Customer Success