VP of Customer Success

The Vice President of Customer Success will be responsible for developing and leading the customer success strategy across buyers, sellers, agents, and partners. This executive role focuses on improving client retention, satisfaction, referrals, and lifetime value while aligning customer success initiatives with company growth objectives.

Key Responsibilities

• Develop and execute a comprehensive customer success strategy aligned with Royal Star Realty’s business goals

• Lead and mentor the Customer Success and Client Services teams

• Oversee the full customer journey from onboarding through post-transaction follow-up

• Establish KPIs, dashboards, and reporting to track customer satisfaction, retention, and engagement

• Partner with Sales, Marketing, Operations, and Brokerage leadership to ensure a seamless client experience

• Identify and address client pain points, service gaps, and escalation issues

• Drive initiatives to increase repeat business, referrals, and online reviews

• Implement systems, tools, and processes to improve service efficiency and consistency

• Analyze customer feedback and market trends to inform strategy and service improvements

• Represent the voice of the customer at the executive level

Qualifications

• Bachelor’s degree in Business, Marketing, Real Estate, or related field (MBA preferred)

• 7+ years of experience in customer success, client experience, or operations leadership

• Experience in real estate, brokerage, property management, or professional services strongly preferred

• Proven track record of building and scaling customer success teams

• Strong leadership, communication, and cross-functional collaboration skills

• Data-driven mindset with experience using CRM and customer success platforms

• Ability to thrive in a fast-paced, growth-oriented environment

What We Offer

• Competitive executive compensation package

• Performance-based incentives

• Opportunity to shape the client experience strategy at a growing real estate firm

• Collaborative leadership team and supportive company culture

• Career growth and long-term leadership opportunities