• Own and execute the end-to-end Customer Success strategy across Houzz Advertising and Houzz Software. • Build, lead, and scale a high-performing Customer Success organization including onboarding, account management, renewals, and expansion support. • Establish a customer-centric culture focused on value realization, outcomes, and long-term partnerships. • Full executive ownership of Retention Rate and Product Adoption Rate KPIs across all customer segments. • Design and operationalize programs that drive: Higher renewal rates and reduced churn, Deeper, faster, and more consistent product adoption, Increased customer lifetime value (LTV) • Develop clear success plans, health scoring, and intervention models to proactively manage risk and expansion opportunities. • Define and optimize the customer lifecycle, from onboarding through renewal and expansion. • Ensure seamless handoffs from Sales to Customer Success with clear expectations and success metrics. • Champion the voice of the customer, ensuring feedback loops inform product roadmap, pricing, and go-to-market strategy. • Partner closely with Sales & Revenue Leadership on renewals, expansions, and customer segmentation. • Build a metrics-driven Customer Success organization, with clear dashboards, forecasting, and accountability. • Recruit, develop, and retain top Customer Success leadership and frontline talent.