Head of Customer Success, Perchwell
$170-215k
Offers Equity
More information about location
4 days a week in office (SoHo, NY)
Data & workflow platform for residential real estate
Open for applications
Data & workflow platform for residential real estate
21-100 employees
Open for applications
$170-215k
Offers Equity
More information about location
4 days a week in office (SoHo, NY)
21-100 employees
Company mission
To empower agents with the next generation of tools to serve their clients and grow their businesses to new heights.
Role
Who you are
- A customer success leader with experience driving high-growth, scaling organizations
- You have a proven track record of building quantifiable customer success and growth, with a strong understanding of B2B enterprise software
- You are a master collaborator with a proven ability to work effectively across departments
- A data-driven leader with a deep understanding of the needs of a niche, non-technical customer base (e.g., real estate professionals)
- An agile leader who gets energized by the fast pace and challenges of a startup. You're comfortable jumping in wherever needed, tackling diverse problems, and wearing multiple hats. Resourcefulness, adaptability, and a thirst for learning are your superpowers
- 6+ years of experience scaling customer success functions at enterprise SaaS/data companies, including a demonstrable history in leading and inspiring high-performing teams
- Strong communication skills and executive presence to command a room and inspire confidence
- A genuine customer obsession – their success is your success
- Strong learner with an aptitude for absorbing and synthesizing technically complex information and then explaining it in a clear and concise manner
- Ability to develop metrics-driven action plans and customer success operational documentation that lead teams to achieve goals
- Proficiency in presentation tools (PowerPoint/Google Slides)
- (Bonus) Familiarity with both sales-led & PLG go-to-market SaaS models
- (Bonus) Experience with customer success strategy/operations
- (Bonus) Prior real estate industry experience
What the job involves
- Reporting directly to the CEO, the Head of Customer Success will lead the charge in scaling the function, leading the team, and building strategies/programs to make our customers successful
- We aim to turn all customers into advocates, and the Head of Customer Success will play an integral role in that effort
- You'll define and execute a comprehensive customer success strategy aligned to company goals, encompassing aspects of the post-sales customer journey across implementation, success management and support
- You'll develop and implement a world-class post-sales experience specifically to make MLS and brokerages successful on the platform, fostering trusted partnerships across the Perchwell customer base
- Define, develop and implement a world-class post-sales journey for mission-critical B2B enterprise software specifically tailored to the needs of MLS organizations and brokerages
- Establish a common operating framework and partner cross functionally to bring the voice of the customer to other operational departments (Product, Operations, Engineering, Sales, Finance)
- Build, lead, and motivate a high-performing customer success and support team
- Lead conversations and work closely with Perchwell customers to ensure their success, fostering a trusted partnership
- Scale the team with data and metrics, including Gross Dollar Retention, NPS & Time-to-Deploy
- Lead and support a variety of strategic customer success projects, including setting up the renewals motion, mapping the customer lifecycle, and more
Our take
The real estate industry was initially slow to get on the tech-drive, but the last few years have seen a groundswell of demand from professionals for tools that allow them to save time and labor doing the “background” work that leads to closing transactions. Perchwell’s end-to-end workflow platform capitalises on this.
Its services allow real estate agents, mortgage brokers and multiple listing services (MLSs) to more easily manage distributed data, access market research and work with clients via one API. Perchwell launched in 2015 and showed encouraging growth in New York City, eventually winning the custom of the Real Estate Board of New York, as well as major private companies like Sotheby’s.
Founded in New York, Perchwell received $15 million from Multiple Listing Service company REcolorado in 2022, expanding the former's customer base to REcolorado clients. The aim for Perchwell now is expansion into other geographies in the United States.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 3 rounds)
Jul 2024
$25m
SERIES B
Oct 2022
$15m
SERIES A
Total funding: $55m
Company benefits
- Health, dental, vision, spending accounts
- 401K match
- Unlimited time off
- Annual On-site Events in NYC
- Maternity leave
- HSA and FSA options
Company values
- Innovation: Perchwell values innovation and encourages employees to think outside the box to create new and better solutions for the real estate industry
- Collaboration: Collaboration is key at Perchwell, where teamwork and open communication are essential to achieving success
- Transparency: Perchwell believes in transparency and honesty, both in its business practices and in its relationships with employees and clients
- Continuous Improvement: Perchwell is committed to continuous improvement, always striving to learn and grow in order to provide the best possible service to its clients
Company HQ
SoHo, New York, NY
Articles
Founders
Brendan Fairbanks
(CEO)Former Investment Banking Analyst at Deutsche Bank and former Private Equity Associate at First Reserve.
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