Vice President of Customer Success

About the Role
Houzz is the leading platform for home renovation and design, connecting millions of homeowners with home improvement professionals through best‑in‑class software and advertising solutions. We are seeking a Vice President of Customer Success to lead and scale Customer Success across Houzz Advertising and Houzz Software, with full accountability for customer retention and product adoption.

What You’ll Do

Customer Success Strategy & Leadership

Own and execute the end‑to‑end Customer Success strategy across Houzz Advertising and Houzz Software.

Build, lead, and scale a high‑performing Customer Success organization including onboarding, account management, renewals, and expansion support.

Establish a customer‑centric culture focused on value realization, outcomes, and long‑term partnerships.

Retention & Adoption Ownership (Primary KPIs)

Full executive ownership of Retention Rate and Product Adoption Rate KPIs across all customer segments.

Design and operationalize programs that drive higher renewal rates, reduced churn, deeper and faster product adoption, and increased customer lifetime value (LTV).

Develop clear success plans, health scoring, and intervention models to proactively manage risk and expansion opportunities.

Customer Lifecycle & Experience

Define and optimize the customer lifecycle, from onboarding through renewal and expansion.

Ensure seamless handoffs from Sales to Customer Success with clear expectations and success metrics.

Champion the voice of the customer, ensuring feedback loops inform product roadmap, pricing, and go‑to‑market strategy.

Cross‑Functional Partnership

Partner closely with Sales & Revenue Leadership on renewals, expansions, and customer segmentation.

Partner closely with Product & Engineering to drive adoption, usability, and roadmap prioritization.

Partner closely with Marketing on customer education, lifecycle communications, and advocacy.

Partner closely with Finance on forecasting, retention modeling, and revenue predictability.

Serve as an internal executive advocate for customers.

Data, Metrics & Operational Excellence

Build a metrics‑driven Customer Success organization, with clear dashboards, forecasting, and accountability.

Establish and track leading and lagging indicators for retention, adoption, engagement, and customer health.

Continuously improve processes, tooling, and systems to scale efficiently.

Talent Development & Org Design

Recruit, develop, and retain top Customer Success leadership and frontline talent.

Define clear roles, career paths, and performance expectations.

Coach leaders to operate as trusted advisors to customers and strategic partners internally.

Success in This Role Looks Like

Measurable, sustained improvements in retention and adoption rates across Houzz Advertising and Houzz Software.

Customers who clearly understand and realize the value of Houzz products.

A scalable, predictable Customer Success engine that contributes meaningfully to revenue growth.

Strong internal alignment between Customer Success, Sales, Product, and Marketing.

A high‑performing, engaged Customer Success team with clear accountability and career growth.

At a Minimum, We’d Like You to Have

Experience

12+ years of experience in Customer Success, Account Management, or related revenue leadership roles.

Proven experience leading Customer Success at scale for B2B SaaS and/or Advertising platforms.

Demonstrated ownership of Retention and Adoption KPIs at the executive level.

Experience partnering with Product teams to drive adoption and influence roadmap decisions.

Track record of building and scaling teams in high‑growth environments.

Skills & Leadership Attributes

Strong strategic thinker with the ability to translate strategy into execution.

Deep customer empathy combined with rigorous operational discipline.

Highly analytical, with a strong command of customer metrics and financial drivers.

Exceptional cross‑functional leadership and executive communication skills, comfortable operating in complexity across multiple product lines and customer segments.

Compensation, Benefits and Perks
This role offers an

annual base salary plus variable pay

based on business metrics and individual performance. Annually, the starting salary range is

$210,000 - $255,000 , with On‑Target Earnings (OTE) of

$85,000 . We also offer competitive benefits that support you and your family as part of your total rewards package at Houzz.

Benefits and Perks Include

Flexible Paid Time Off (PTO)

Home internet stipend

Medical, dental, and vision benefits

Maternity/paternity leave program

Employee Assistance Program (EAP)

Professional Development Reimbursement Program

401(k) retirement savings plans (Pre‑Tax and Roth)

Flexible Spending Accounts (FSA) – Medical & Dependent Care

Health Savings Account (HSA) with company contribution

li> Healthy at Houzz program

Houzz is an Equal Employment Opportunity employer. When applying for a role at Houzz, we guarantee your application will be considered regardless of your sex, race, color, gender, national origin, height or weight, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military and veteran status, or any other basis protected by federal, state or local law or ordinance or regulation.

If you would like assistance or an accommodation due to a disability please email us at View email address on click.appcast.io. This information will be treated as confidential and used only for determining an appropriate accommodation for the interview process.

Houzz is an Equal Opportunity Employer. M/F/Disability/Veterans

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