Vice President of Customer Success

Tustin, CA

Full-time $190,000.00 - $225,000.00

Posted 01/29/2025

Are you ready to join a place where you can see rapid growth, high-visibility & are treated like family? We are a multi-state (throughout North America!) owner, operator and third-party manager of almost 40k single-family & many multi-family residential homes.

We operate in over 20 metro areas across the US & Canada, and have established our stellar reputation over the course of many years. We love our employees, and believe that a positive work environment where every employee is treated like family is a must! Ready to join a rocket ship of a company & take your career along for the ride? This is a brand new role for our org so an opportunity to make a big impact & build something great in our company. Please read on!

Position Overview
The Vice President of Customer Experience or Success will be responsible for leading the strategic direction and execution of initiatives that enhance customer satisfaction and engagement. This role requires a visionary leader who can create a customer-centric culture, drive customer success, and foster long-lasting relationships with our clients.

Key Responsibilities

Develop and implement a comprehensive customer experience strategy that aligns with the company's goals.
Lead and mentor the customer success and engagement teams to ensure exceptional service delivery.
Utilize design thinking principles to innovate and improve customer interactions and experiences.
Oversee customer journey mapping initiatives to identify pain points and opportunities for enhancement.
Leverage data analytics to track customer satisfaction metrics and inform decision-making.
Collaborate with cross-functional teams to integrate customer feedback into product and service development.
Develop training programs and resources to empower teams in delivering outstanding customer experiences.
Utilize CRM systems and tools to manage customer interactions and streamline processes.
Manage director of customer success who will be implementing & executing on overall strategy

Qualifications

Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree (in business, communications or marketing) preferred.
10+ years of experience in customer success, customer experience, or a related field
Strong understanding of customer engagement strategies and best practices.
Proficiency in design thinking methodologies and customer journey mapping tools.
Experience with data analytics and interpretation to drive customer insights and strategies.
Familiarity with CRM software, sales & marketing automation tools.
Excellent communication, leadership, and interpersonal skills.
Real estate, property management experience or knowledge is a plus
Nice to have: experience with Mural (big plus), UXPressia, Smaply, and end-user visualization techniques.

Benefits

Vacation/PTO - Competitive

Medical - Employee & Family coverage available

Dental - Yes

Vision - Yes

401k + Match

Bonus - 35% on Target

Relocation- Available

Hybrid Schedule - 3 Days onsite (Tues-Thur) & 2 Days telecommute with some flexibility

For this position you must be currently authorized to work in the United States. We do not sponsor for this position.

Additional ways to apply

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Job ID: JK-12578

Employees will receive paid leave to the extent required by state or local law. This job was first posted by CyberCoders on 01/29/2025 and applications will be accepted on an ongoing basis until the position is filled or closed.

CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please contact a member of our Human Resources team to make arrangements.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.