VP, Customer Success

Who We Are

Bloom, a Roots product, is the first resident engagement solution that makes residents partners, not tenants. We’re reshaping the tenant-landlord relationship by offering residents the chance to not just rent but partner in the property they live in. Our innovative “Live In It Like You Own It®” program goes beyond providing a place to live; it fosters community and financial empowerment. By intertwining investment opportunities and resident engagement, we’ve created a win-win ecosystem that benefits residents and performs well for investors.

Our Why

We fundamentally believe that everyone should have an opportunity to build wealth. This belief is what guides our mission of giving everyone the opportunity to build wealth and secure their financial future through investment in real estate.

In pursuit of our mission we will help 1 Million people grow wealth by breaking down the barriers to real estate investment for the masses, and making real estate as easy to invest in as the stock market.

Why We Need You

As the VP of Customer Success, you will play a critical leadership role in developing and establishing customer-related operations from the ground up, with a focus on new customer onboarding, customer success, and engagement. You will oversee customer relationships, build the Customer Success Management (CSM) team, and work cross-functionally to ensure seamless customer experiences. Additionally, you will lead efforts to scale operations, retain customers, and drive growth.

This role requires a deep understanding of the residential/multifamily real estate sector, ideally with experience in property tech (PropTech). Your strategic leadership will ensure that our customers are empowered, engaged, and successful, supporting our mission of enabling wealth-building opportunities for residents.

Role Responsibilities

• Strategic Leadership
• Develop and implement a comprehensive strategy to build customer success and customer operations from the ground up, aligning with the company’s mission and growth objectives
• Create scalable processes, workflows, and systems to support the entire customer journey, from onboarding to ongoing support, ensuring a seamless and exceptional customer experience
• Establish key performance indicators (KPIs) and systems to capture, consolidate, and analyze operational data and customer feedback, driving accountability through data-driven reporting
• Customer Engagement and Success
• Collaborate closely with cross-functional teams, including sales, product, marketing, and engineering, to execute customer onboarding and ensure customers succeed with Bloom
• Build and lead a high-performing Customer Success team, hiring and scaling as necessary to support company growth
• Develop strong relationships with customers, acting as their advocate, partner, and guide so their voices are heard, needs are met, and they achieve success with our product
• Serve as the primary liaison between customers and internal teams, establishing feedback loops and facilitating communication and collaboration to enhance the customer experience
• Lead customer onboarding processes to ensure smooth transitions and high adoption rates, creating resources, guides, and training materials to support success
• Innovation and Growth
• Efficiently scale operations to meet revenue targets while maintaining a high-quality customer experience
• Provide executive-level leadership for cross-functional initiatives that directly impact customer success, retention, and revenue growth
• Identify and implement process improvement opportunities that lead to transformational growth while ensuring a positive customer experience
• Advocate for the customer within the company, ensuring their feedback informs product development and company strategy
• Operational Excellence
• Establish operational excellence by creating and maintaining efficient systems that enhance the customer journey and team performance
• Drive continuous improvement in customer-facing processes, tools, and resources, such as CRM systems, to improve customer outcomes
  

Qualifications

• 10 years of experience in operations, customer success, or a related role, with a proven track record of leadership and strategic impact
• Extensive experience in the residential/multifamily real estate industry is required; property tech (PropTech) experience is highly preferred
• Demonstrated experience in building and scaling successful customer operations in a startup or high-growth environment
• Strong operational background, with experience creating scalable processes that improve customer success and team efficiency
• Proven ability to lead, build, and manage high-performing teams in customer success or operations functions
• Deep understanding of customer needs and a customer-first mindset, with the ability to turn feedback into actionable strategies
• Strong analytical skills, with a data-driven approach to tracking performance and making informed decisions
• Exceptional communication skills, with the ability to collaborate cross-functionally and build relationships with both internal teams and external clients
• Ability to thrive in a dynamic, fast-paced startup environment, balancing hands-on execution with strategic vision
• Passion for empowering residents to build wealth through real estate investment, and a commitment to challenging the status quo
  
  

Our Values

• Accountability: We take our responsibilities seriously and always stay transparent
• Student Mentality: Continuous learning and growth are at our core
• Driven: We strive to exceed expectations. We aim for excellence in everything we do
• Fairness: We’re committed to equitable treatment for everyone
• Great Stewards: We manage our resources and relationships with care and responsibility
• Fun and Fearless: We face challenges with a positive and bold spirit. We challenge each other, the status quo, and “how it’s always been done”
  
  

At Roots, we're committed to providing equal employment opportunities to all individuals, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We firmly believe that diversity fuels creativity and innovation, enhancing the quality of our work and the strength of our team. Join us and be part of an inclusive environment where every perspective is valued.

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