Director of Customer Success - Remote

Overview

WorkHero is building the AI-powered back office for the skilled trades, helping local HVAC owners stay independent and grow their businesses while reducing administrative burdens.

In Short

• Hiring a Director of Customer Success to lead a team of office managers.
• Focus on hiring, developing, and managing a high-performing team.
• Grow the service team headcount significantly this year.
• Build systems and capacity for scaling service operations.
• Ensure high levels of customer satisfaction and retention.
• Collaborate with Sales and Product teams for smooth operations.
• Define and standardize best practices across the service team.
• Maintain a personal touch while scaling the service model.
• Support professional development and team cohesion.
• Involve in cross-functional leadership conversations.

Requirements

• Proven people leader with experience in building high-performing teams.
• Strong skills in hiring, coaching, and developing talent.
• Systems-thinking approach to team and process design.
• Customer-first mindset balancing quality and efficiency.
• Excellent communication skills across functions.
• Experience in Customer Success at a fast-growing company (nice-to-have).
• Background in service operations or process improvement (nice-to-have).
• Familiarity with AI-enabled tools and platforms (nice-to-have).
• Knowledge of the HVAC industry or skilled trades (nice-to-have).

Benefits

• Lead and shape a growing team core to our mission.
• Work directly with co-founders to influence company direction.
• Competitive salary, benefits, and meaningful equity.
• Flexible, remote-first culture.
• Shape people leadership in an AI-powered company.
• Help redefine how small businesses thrive with expert support.