What we do Piñata is a pioneering rewards and credit-building platform designed to help millions of renters achieve financial success. By rewarding on-time rent payments and reporting them to all three major credit bureaus, Piñata helps renters build their credit while enjoying various rewards. Since its inception, Piñata has been committed to creating a positive impact on the financial well-being of renters nationwide, supporting our mission of making rent smarter and more rewarding for all.
Why join us? Our team of entrepreneurs, technologists, and artists are passionate about transforming the rental experience. We aim to make our experience the most rewarding for renters, landlords, and property management companies. Our founders have collectively raised over $500M and completed successful acquisitions, bringing valuable experience to Piñata's vision.
About the Role As the Head of Customer Success, you will lead a team dedicated to ensuring customer satisfaction, retention, and growth. You'll play a key role in shaping and executing our Customer Success strategy, building scalable processes, and driving the team's execution to elevate the customer experience. With a direct line to the senior leadership team, you'll influence strategic initiatives and work closely with other departments to amplify our impact. You'll be at the forefront of owning and nurturing larger named accounts, collaborating across teams, and enhancing the customer journey from end to end.
What You'll Do
Lead & Inspire: Guide, develop, and manage a high-performing Customer Success team, fostering a collaborative and client-focused culture.
Strategy & Execution: Define and implement the Customer Success strategy, focusing on process improvements, scalable workflows, and customer-centric initiatives.
Account Ownership: Take responsibility for our larger named accounts, building strong, lasting relationships, ensuring they receive maximum value, and identifying opportunities for expansion and upselling.
Process Building: Develop, document, and refine Customer Success processes to improve efficiency, scalability, and client satisfaction.
Cross-Functional Collaboration: Partner with Product, Sales, and Marketing teams to align on customer needs, product enhancements, and opportunities for growth.
Data-Driven Insights: Use customer data and insights to monitor health scores, track KPIs, and proactively address issues to enhance customer retention and satisfaction.
Mentorship & Development: Provide ongoing training, support, and mentorship to the CS team, enabling their growth and success in their roles.
What We're Looking For
Experience: 7+ years in Customer Success or Account Management, with 3+ years in a leadership role managing teams.
Strategic Vision: Ability to think big-picture and design strategies that align with our business goals while delivering tangible results.
Account Management Expertise: Proven success in managing and expanding relationships with larger, named accounts, especially within a SaaS or technology-driven environment.
Good with numbers and excel/google sheets: Must have intermediate to advanced skills with excel/google sheets and be comfortable number crunching.
Process-Oriented: Strong track record of building and optimizing processes, with an eye for scalability and efficiency.
Leadership Skills: Inspiring leader with a hands-on approach to mentorship, team development, and collaborative problem-solving.
Data-Driven: Adept at using data and customer insights to drive decision-making, with a strong understanding of customer health metrics and retention strategies.
Exceptional Communicator: Outstanding written and verbal communication skills, able to effectively interact with customers, team members, and senior stakeholders.
Proptech experience a plus: Great if you have worked in proptech or the real estate side of the business so you understand the customer mindset and software systems that are in use.
Why Join Us?
Impactful Role: As Head of Customer Success, you'll have the unique opportunity to shape the future of our customer success initiatives and play a crucial role in our growth.
Collaborative Culture: Join a team that values innovation, collaboration, and a customer-first mindset.
Professional Growth: We are committed to your development and provide opportunities to help you advance your skills and career.
Competitive Benefits: Enjoy a comprehensive benefits package that supports you and your well-being.
Are you ready to lead, innovate, and make a difference? Apply today to join the Pinata team as our Head of Customer Success and help us deliver an exceptional experience for our customers!