Who We Are

Leonardo247 is a fast-growing SaaS company that is improving business performance by automating and streamlining operations for individuals and teams in the real estate industry.

What We Are Looking For

Leonardo247, Inc. is seeking a seasoned senior executive with a proven track record in customer success and management. The ideal candidate will bring the experience and leadership necessary to elevate our customer success efforts within the multifamily housing industry.

Reporting directly to our COO, the VP of Customer Success at Leonardo247 will be at the helm of our Customer Success Team. This role involves building, scaling, and leading a team of customer success managers to ensure our clients fully realize the value of our software solutions. Given Leonardo247’s subscription-based business model, the VP of Customer Success is essential to our long-term growth and customer retention.

Responsibilities

• Deliver Customer Success Outcomes - Increase renewal rates and reduce churn; Drive adoption and new business growth; Improve Net Promoter Score.
• Build and lead highly functioning, collaborative, empowered remote Customer Success teams.
• Oversee and execute renewals forecasting, operational excellence practices, and bookings.
• Manage customer Lifecycle touchpoints and interventions with automation and drive continuous process and scale improvement.
• Execute Customer Success playbooks and engagement models to implement prescriptive best practices and drive thought leadership with metrics to track and measure customer success effectiveness and health metrics.
• Identify opportunities, drive business outcomes, ensure customers are successful with Success plans.
• Evangelize customer success stories and champion relationships with senior Customer sponsors. Develop effective customer feedback loop and remediate customer issues.
• Engage with customers to understand their goals and business outcomes with fluency in Leonardo247, Inc. positioning, competition and product suite.
• Build working partnerships with all field, marketing and Product / Engineering teams and foster a culture of customer success globally by reinforcing customer centricity in all customer touchpoints.

Requirements

• 10+ years of experience in the B2B technology industry, with at least 6+ years of experience leading customer-facing organizations in multifamily housing industry.
• Bachelor’s degree in a relevant field preferred.
• Experience running Customer Success for SAAS businesses, ideally with total revenues exceeding $20M.
• Ability to influence through persuasion, negotiation, and consensus building.
• Combined experience in post-sale and sales roles is ideal.
• Proven track record as a change agent, creating or adopting new customer programs that maximize satisfaction.
• Strong leadership skills with a focus on building a high-performance culture that retains top talent and develops future leaders.
• Passion for solving customer problems, continuously identifying areas for improvement, and seizing opportunities for growth.
• Enthusiastic, creative leader with the ability to inspire and motivate large remote teams.
• Strong empathy for customers combined with a passion for revenue and growth.
• Demonstrated ability to build positive relationships with internal and external stakeholders.
• Deep understanding of value drivers in recurring revenue business models.
• Analytical and process-oriented mindset, using data to drive execution and inform strategy.
• Demonstrated commitment to continuous learning and improvement.
• Excellent communication and presentation skills.

You will want to join our team if you:

• Want to be a part of something that is solving real problems and changing the way an entire industry does business.
• Like a competitive base salary in a company with ever expanding opportunities.
• Enjoy working from home and have a dedicated, quiet space where you can work.
• Are committed to doing what it takes to ensure deadlines are met.
• Have a positive, “get the job done” attitude and think of yourself as someone who is always working smart.
• Thrive in a team environment where collaboration is the foundation to your success.

Benefits:

• 401(k)
• Health, Dental and Vision Insurance
• Health Savings Account
• Unlimited PTO
• Paid Sick Days
• Internet and Mobile Phone Stipend
• Work from Home