Customer Experience & Support (1)

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.

This executive will build a world-class, data-driven Customer Success organization that ensures customers realize measurable value, deeply adopt Houzz products, and remain long-term partners of the platform. The VP of Customer Success will be a key member of the Revenue and Product leadership teams, partnering closely with Sales, Product, Marketing, and Finance.

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 and reduced churn
Deeper, faster, and more consistent product adoption
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
Product & Engineering to drive adoption, usability, and roadmap prioritization
Marketing on customer education, lifecycle communications, and advocacy
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. This role has an annual starting salary range of $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

- 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.

We embrace and celebrate the value that diversity brings to an organization. Diverse backgrounds and different points of view help Houzz provide the best experience for our community. Houzz is committed to fostering an inclusive environment through projects and initiatives, such as employee resource groups, that support Houzzers’ efforts to be themselves and share their lives at work.

If you would like assistance or an accommodation due to a disability, please email us at [email protected]. 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

__________________

Be Who You Are and Do What You Love at Houzz

About Houzz

When founders Adi and Alon remodeled their home, they were frustrated by the lack of resources and inspiration to help them articulate a vision and select the right pro to make it a reality.

So they built Houzz.

Houzz is now the leading platform for home remodeling and design, providing an all-in-one software solution for industry professionals and tools for homeowners to update their homes from start to finish. Using Houzz, people can find ideas and inspiration, hire professionals, and shop for products. Houzz Pro (houzz.com/pro) provides home industry professionals with a business management and marketing SaaS solution that helps them to win projects, collaborate with clients and teams, and run their business efficiently and profitably.

Our Mission and Core Values

We're proud to say there's no one quite like us. Houzz is a community-centric, innovative tech company that continues to disrupt the home renovation and design industry. Our mission-driven culture is rooted in our core values, and we’re all here for one purpose: make the home remodeling and design process more fun and productive for everyone.

Our Mission

To create the best experience for home renovation and design.

Our Core Values

We’re a Community

We put our community of Houzzers, industry professionals and homeowners first. We approach our work with care, humility and respect. We deliver value to our community through our products and services.

We Build the Future

We are visionaries who challenge the status quo. We are creative, innovative and curious. We embrace change and different ideas to drive our industry forward.

We Make Things Happen

We are solution-seekers and self-starters. We listen, move fast and empower our teams to deliver extraordinary results and products. We play to win.

By applying for a job with us, you acknowledge and agree to the terms of our Job Applicant Privacy Notice.

*Roles listing ‘Remote - US’ as a location are not currently available in the following states: Alaska, Hawaii, Louisiana and Montana.

#LI-Remote

Vice President of Customer Success

Houzz

Compensation Overview

What You’ll Do

At a Minimum, We’d Like You to Have

Simplify's Take

What believers are saying

What critics are saying

What makes Houzz unique

Your Connections

Benefits

Growth & Insights and Company News

6 month growth

1 year growth

2 year growth