Director of Customer Success

Remote | Full-Time

Our client is a fast-growing furnished housing operator managing a portfolio of several hundred bedrooms in New York City, with plans for further expansion into additional East Coast markets.

The business offers fully furnished, all-inclusive shared living spaces designed for young professionals, combining flexibility, convenience and a strong sense of community.

With a focus on building a scalable, technology-driven business, the company is looking for entrepreneurial, commercially minded individuals who are excited to take ownership, drive growth and help shape the future of its operations.

Our client is seeking an experienced Director of Customer Success to take ownership of the entire customer lifecycle, from the initial enquiry and sales engagement through leasing, onboarding, move-in, retention, renewals and eventual move-out.

This is a highly commercial, hands-on leadership position that combines sales, revenue growth, customer relationship management and operational strategy.

The successful candidate will be responsible for driving lead conversion, maximizing occupancy, developing effective sales processes and ensuring an exceptional resident experience that encourages retention, referrals and long-term business growth.

This is not a traditional customer service management role. The ideal candidate is entrepreneurial, proactive and commercially driven, with the ability to close deals, solve problems, improve processes and take direct accountability for business results.

You will lead an existing team of five based in New York City, support the establishment of operations in a second market and work closely with senior leadership to develop an efficient, scalable sales and customer experience operation.

Sales & Revenue Growth

• Own the sales process from initial enquiry through lead conversion, application and lease execution.
• Drive leasing performance, occupancy levels, lead conversion and revenue growth across multiple markets.
• Develop and continuously improve sales strategies, follow-up processes and conversion techniques.
• Manage the sales pipeline, ensuring prospective residents are actively engaged and opportunities are maximized.
• Identify bottlenecks within the leasing process and implement strategies to improve conversion rates.
• Collaborate with Marketing and Revenue teams on lead generation, pricing strategies, promotions and occupancy targets.
• Personally engage with prospective residents and step in to close sales when required.

Customer Lifecycle & Retention

• Take ownership of the complete resident journey, from initial engagement through to the end of residency.
• Ensure a seamless transition from sales and lease execution to onboarding and move-in.
• Develop and implement renewal, transfer and retention strategies to maximize customer lifetime value.
• Identify opportunities to improve resident satisfaction, encourage referrals and reduce unnecessary turnover.
• Oversee customer communications and escalations, maintaining high service standards and a positive resident experience.
• Develop initiatives that turn satisfied residents into repeat customers and advocates for the business.

Business Operations & Process Improvement

• Build and implement scalable systems and processes to support sales performance and customer experience.
• Establish and monitor KPIs across the customer lifecycle, including lead conversion, leasing velocity, occupancy, renewals and retention.
• Leverage CRM platforms, automation and technology to streamline workflows and improve productivity.
• Identify operational inefficiencies and proactively implement practical solutions.
• Develop the sales and customer experience infrastructure required to support expansion into additional markets.

AI, Technology & Automation

• Champion the use of AI and automation to improve lead engagement, sales follow-ups, customer communications and operational efficiency.
• Identify opportunities to automate repetitive tasks while improving conversion rates and the resident experience.
• Evaluate and implement technology that enables the business to scale without proportionately increasing headcount.
• Work closely with senior leadership to introduce new tools, optimize existing systems and improve operational capabilities.

Team Leadership & Collaboration

• Lead, motivate and develop an existing team responsible for sales execution and resident support.
• Build a performance-driven culture focused on accountability, responsiveness and measurable results.
• Collaborate with Marketing, Revenue and Property Operations to ensure alignment throughout the resident lifecycle.
• Partner with the CEO and senior leadership on sales performance, retention strategies and operational improvements.
• Take ownership of challenges and lead by example rather than simply delegating responsibilities.

Minimum Requirements & Experience

• At least 5 years of relevant experience in sales, business development, revenue operations, customer lifecycle management, hospitality, real estate or a similarly customer-focused industry.
• A proven sales track record, with demonstrated success in converting opportunities, growing revenue and achieving measurable business results.
• A strong entrepreneurial mindset and hands-on approach, with a passion for building, executing and improving business operations.
• Excellent communication, relationship-building, negotiation and deal-closing abilities.
• The ability to balance new customer acquisition with long-term customer retention and satisfaction.
• Strong commercial acumen and experience working with sales pipelines, performance metrics and revenue targets.
• Excellent organizational and problem-solving skills, with the ability to thrive in a fast-paced, growing business.
• Comfortable working with CRM platforms, technology solutions and AI-powered automation.
• A proactive, resourceful and independent approach, with the ability to take full ownership of responsibilities and outcomes.
• Previous experience leading or managing a small team would be advantageous.

Advantageous Experience

• Experience in residential real estate, property leasing, co-living, hospitality, PropTech or another high-volume, relationship-driven industry.
• Experience managing customer acquisition, leasing operations or recurring revenue business models.
• Experience implementing CRM systems, sales automation or AI-driven business processes.

The Ideal Candidate

The ideal candidate is someone who thinks like a business owner, enjoys the challenge of closing a sale and genuinely values the customer experience.

You should be equally comfortable engaging directly with prospective customers, resolving operational challenges, analysing performance metrics and developing better ways of running the business.

This opportunity is suited to someone who wants to play an instrumental role in building and growing a business, rather than simply managing an established department.

• Fully Remote Position
• Paid Time Off