Vice President of Customer Success

The Role: We're hiring our first Vice President of Customer Success to build the engine that turns free users into engaged, paying customers. This is a founding leadership seat with a Product-Led Growth mandate: you'll own the usage journey from day zero, drive activation and conversion at each stage of the lifecycle, and build the CS function and team behind it. You'll own the metrics — activation rate, free-to-paid conversion, Net Revenue Retention, and Gross Revenue Retention — that determine our commercial trajectory.

What You'll Do: Own the freemium-to-paid conversion funnel. Design the lifecycle motion that turns a free sign-up into an activated user and a paying subscriber. Build the Customer Success function from the ground up. Onboarding, in-product adoption, health scoring, renewals, and expansion. Hire and lead the CSM and Implementation team as the customer base scales. Own conversion, retention, and expansion metrics. Set targets for free-to-paid conversion, NRR, and GRR. Build the operating rhythm to hit them and report to the leadership team. Design a Product-Led Growth motion. Partner with Product to define how in-product signals, automation, and AI drive activation and reduce time-to-value. Represent customer voice in the roadmap. Build the NPS, health scoring, and feature-request telemetry that gives Product a clear signal from the field. What You Bring 10+ years in Customer Success or comparable post-sale leadership at a B2B SaaS company, with 5+ years leading a team. Proven Product-Led Growth experience — you've owned freemium or trial-to-paid conversion motions with measurable results. Track record building a CS function from scratch at an early-stage or high-growth company. Direct ownership of NRR, GRR, and conversion rate with quantifiable outcomes. HubSpot fluency — our CS operating system runs on HubSpot; comfort building sequences, workflows, and reporting inside it is required. Startup temperament — you operate calmly in a fast-moving environment where the product ships often and engineering priorities have to be triaged.

Preferred Qualifications: PropTech, CRE technology, or professional-services SaaS background Experience building AI-augmented or agent-first customer success motions Based in Los Angeles area (preferred) Competitive base salary - $170,000 - $185,000, OTE - $220,000+ Variable compensation tied to conversion and expansion outcomes Meaningful founding equity grant Medical, dental, and vision coverage Fully remote within the United States; Los Angeles preferred; occasional travel for leadership offsites and select customer engagements Duxre is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. Additional Job Application Terms This job is part of LinkedIn's Full-Service Hiring beta program. Eligibility is limited to candidates located in and performing services in the United States, excluding those based in Alaska, Hawaii, Nevada, South Carolina, or West Virginia.