Head of Customer Success

🌟 About Us:

At 8020REI, you’ll play a key role in shaping the future of data for the real estate investment industry. You’ll have the opportunity to lead customer-centric strategies, work with cutting-edge technologies, and collaborate with a dynamic team passionate about innovation and results.

Core Values at 8020REI:

• Lead with Innovation: We constantly seek innovative solutions to improve our services and operations.
• We’ve Got Your Back: Our dedication to surpassing expectations ensures we deliver outstanding support and forge lasting partnerships.
• Our Word is Our Bond: We maintain a foundation of integrity, fulfilling promises and upholding transparency.
• We are Limitless: Our culture encourages continuous personal and professional growth, empowering each team member to excel.
• Bring Your A-Game: We believe in prioritizing wellness and family, enabling our team to perform at their best for our clients and each other.

📈 Role Overview:

We’re seeking a results-driven, strategic leader to take full ownership of our Customer Success function and scale it through our next phase of growth.

As Head of Customer Success , you won’t just manage a team, you’ll own the outcomes. That means driving retention, maximizing customer lifetime value, and turning client success into a consistent growth engine. You’ll lead and grow a team of 7+ CSMs and Operations specialists, build scalable systems, and ensure our clients achieve measurable results with 8020REI.

You’ll play a critical role in supporting our expansion into new verticals , starting with home services, ensuring that the CS function is built to deliver impact at scale. Reporting to our COO and working closely with the CEO , you’ll be a key contributor to strategic decisions that shape the future of our customer experience and revenue growth.

You’ve been where we’re going, scaling a CS function during rapid growth, building high-performing teams, and owning customer results from onboarding through expansion.

📈 Key Responsibilities:

• Own retention, expansion, and customer success outcomes , not just processes
• Design and execute a scalable CS strategy aligned with business growth and vertical expansion
• Build systems and processes to predict risk, prevent churn, and increase customer lifetime value
• Lead and grow a high-performing team, setting clear KPIs and ensuring execution against results
• Drive operational excellence through CRM optimization, dashboards, playbooks, and team rhythms
• Act as the escalation point, ensuring resolution and reinforcing value
• Partner closely with Sales and Product to align goals, improve onboarding, and capture feedback loops
• Play a key role in launching new verticals, ensuring Customer Success is ready to support expansion
• Champion a culture of accountability, ownership, and continuous improvement across the CS team

✅ Qualifications

• 7+ years in B2B SaaS or data-driven customer success roles, with 3+ years of senior leadership
• Demonstrated ability to own and deliver on key outcomes , retention, expansion, and CS-driven revenue
• Proven experience scaling CS teams, systems, and results in fast-growing companies
• Strong strategic thinking, paired with execution discipline and operational follow-through
• Comfortable managing complexity, navigating change, and leading through ambiguity
• Excellent communication and leadership skills, with a clear executive presence
• Experience working cross-functionally with Product, Sales, and Finance
• Bonus: experience supporting GTM for new verticals or client segments
• Spanish a plus

Why Join Us?

At 8020REI, you'll be at the forefront of shaping our customer success strategy and execution. As the Head of Customer Success, you'll lead critical initiatives to maximize customer lifetime value and build a world-class customer success organization. This isn't just another leadership role; you'll have the autonomy to define processes, drive strategic decisions, and create a scalable foundation that directly impacts our growth and market presence. Join a dynamic team where your expertise directly shapes our customer relationships and accelerates our growth in a rapidly evolving industry.

📝 What We Offer:

• Competitive Base Compensation
• Retention Bonus
• Performance Bonus
• Flex PTO (up to 26 days per year)
• Home Office Upgrade Bonus
• Health Bonus
• Full-time Remote Work
• Opportunity for significant growth and team-building potential
• Ongoing support and budget to develop new skills

🚀 Join Us and Revolutionize Real Estate Data!

We'd love to hear from you if you’re a visionary leader with a passion for customer success and a drive to build and scale high-performing teams. Apply now and help us transform the real estate investment landscape!