Vice President of Customer Success, Houzz
$255-340k
OTE
$210-255k
BASE
Online platform for home remodeling and design
Open for applications
Online platform for home remodeling and design
1001+ employees
Open for applications
$255-340k
OTE
$210-255k
BASE
1001+ employees
Company mission
To provide the best experience for home renovation and design, connecting homeowners and home professionals with the best tools, resources and vendors.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Our take
Redecorating a house can be costly, time-consuming and needlessly confusing. Houzz’s online decorating platform solves this problem by connecting homeowners, design enthusiasts, and decorating professionals.
Houzz was first launched as a side project, but has since grown to become a community of millions. Its connectivity and practicality have allowed Houzz to scale at an impressive rate, with its progress being considerably accelerated by the boom in home renovations projects taken on during the pandemic.
The company's strong profile cemented Houzz as a major player in the home improvement space. Despite broader economic uncertainty, renovation demand has remained resilient, with homeowners con tinuing to prioritize improvements and professionals seeking smarter ways to manage project. So by expanding its software offering through Houzz Pro and leveraging data-driven insights, Houzz has evolved beyond inspiration into essential infrastructure for the renovation industry,.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jun 2017
$400m
LATE VC
Oct 2014
$165m
SERIES D
Total funding: $613.6m
Company HQ
Central LA, Los Angeles, CA
Leadership
Adi Tatarko
(Co-Founder & Executive Chair)After co-founding Houzz in 2010, Adi served as the CEO until 2023.
Alon Cohen
(Co-Founder & CEO)Prior to Houzz, Alon spent 9 years at eBay as a Senior Director of Engineering.
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