VP, Customer Success

Job Description

Making it easy to live well — whenever, wherever At Zeus Living, we believe housing shouldn’t constrain how, where, and when you want to live. At the center of everything we do are our people—our customers, partners, and the Zeus team. That’s what our founders knew when they started Zeus Living in 2015, setting out to make renting a home easier. The goal then—and now—is to create a new, modern mode of housing, making it easy to live well—reliably, safely, comfortably, even stylishly—wherever, whenever. We’ve grown and learned a great deal since we started. Today we’re a hardworking team of creators, problem-solvers, and strategists committed to our vision and values. Based in San Francisco and backed by Airbnb, Comcast, Bowery, and Initialized Capital, we’ve raised $90M in funding. The Vice President of Customer Success is responsible for all aspects of customer success for Zeus residents and owners. This role heads up Zeus’s Customer Success team, which includes Bookings, Owner Relations, and Customer Experience and Support teams. The VP, Customer Success sets the precedent for and maintains a culture of transparency, humility, relationship-building, customer advocacy, and creative problem-solving. Providing a consistently excellent experience throughout the customer journey is central to our business strategy, revenue, and long-term success. This role requires a passion for customer success as both a business methodology and a day-to-day objective. If you have a vision for customer success, a bias towards action and iteration, and a proven track record in managing customer-facing teams in the hospitality industry, we want to hear from you!

What You'll Do:

• Develop expertise in our resident and owner customer journeys, as well as the associated Customer Success processes and policies
• Lead, develop, and scale our Customer Success organization through strategy, process improvement, policy implementation, and OKR execution
• Improve customer satisfaction through Customer Success team performance and in collaboration with internal teams
• Advocate for a customer-centric (and more broadly human-centric) mindset across the organization
• Manage business partnerships with 2 remote contact centers

What We Are Looking For:

• A devoted customer advocate willing and eager to engage directly with customers, both to solve issues today and to help inform their larger vision for Customer Success
• The analytical skills to make data-driven decisions paired with the willingness and creativity to experiment and iterate
• A track record of developing and mentoring talented, motivated, and high achieving customer-oriented teams in the hospitality space
• An intuitive sense for prioritization and execution
• Excellent verbal and written communication skills
• Strong analytical and quantitative skills, particularly financial acumen
• A knack for detail, efficiency, and organization
• Positivity, optimism, and empathy

It’s A Bonus If You Have:

• Experience managing business partnerships with third-party contact centers
• Experience managing remote teams while maintaining strong team engagement and culture
• Experience leading sales and support teams, and driving customer lifetime revenue
• Experience using CRM platforms, property management software, Google Suite, Microsoft Office Suite, Looker, and SaaS technologies
• Experience working at a start-up (or general enjoyment for working in a high volume, fast-paced environment)

At Zeus Living, We Are: Transparent : honest, authentic, communication, access to info, hard truths Humble : self-aware, ask for & accept help, inclusive, collaborative, respectful, thankful Iterative : speedy, willing to break things, growth-minded, creative, process-driven Human-centric : above & beyond service, surprise & delight, make things right At Zeus Living, we believe that bringing together people who have different worldviews, personal circumstances, and experiences improves our customer service, work, environment, and one another. Diverse strengths, abilities, interests, and perspectives power the flow of innovation and creativity, which is vital to our success. We encourage people from all walks of life—all backgrounds, identities, genders, ages, races, religions, abilities, and socioeconomic statuses—to apply. You can find more about what we offer here! Apply for this job