Description
COMPANY OVERVIEW:
Since 2015, Local Vacation Rentals has invested in a local-driven approach to luxury vacation rental management. With over 500+ properties in Summit County, Park City, Lake Tahoe, and 30a Florida – we are proud of our industry-leading approach to high performance property management with a local touch. We are a small startup, but growing rapidly, and looking for other talented and motivated individuals to join us in our journey!
POSITION SUMMARY:
Why Client Success at LocaVR
At LocalVR, Client Success is at the heart of everything we do. This team ensures that every client feels valued, supported, and empowered to achieve their goals. By cultivating strong relationships and delivering exceptional service, Client Success drives client retention, satisfaction, and business growth. Joining this department means being part of a dynamic team that bridges the gap between our services and client needs, making a measurable impact on both individual property success and the company’s over
What we are looking for
The Director of Client Success is an executive leadership role responsible for overseeing our Client Success and Onboarding departments, comprising a total of 11 individuals. Reporting directly to the CRO, this role ensures alignment with organizational objectives, including client satisfaction, retention, and revenue growth. The ideal candidate will bring extensive experience managing people, teams, and departments, along with strategic goal-setting expertise and a deep understanding of the vacation rental property management industry.
RESPONSIBILITIES:
Leadership & Management:
- Lead and mentor the Client Success team (7 individuals) and the Onboarding team (4 individuals).
- Foster a high-performing, collaborative culture aligned with company values.
- Develop and execute strategies to meet team and organizational objectives.
Client Success Strategy:
- Set and achieve KPIs, including:
- Client Net Promoter Score (NPS)
- Client Churn
- Client Contract Value (Management Fee Revenue)
- Implement initiatives to enhance the client lifecycle, from onboarding through long-term retention.
- Identify opportunities to improve processes, policies, and client communications.
Onboarding Excellence:
- Oversee seamless onboarding processes to ensure client satisfaction and efficient go-live timelines.
- Monitor onboarding milestones to drive successful property integrations into LocalVR’s portfolio.
Collaboration & Stakeholder Engagement:
- Collaborate with other departments to align on cross-functional initiatives.
- Act as the voice of the client internally, ensuring feedback drives continuous improvement.
- Work with the executive team on expansion strategies and market entry plans.
Technology & Reporting:
- Leverage Salesforce Service Console to manage client interactions, workflows, and reporting.
- Utilize Slack for internal team communications and operational coordination.
- Provide regular reporting and insights on KPIs and team performance to the executive team.
QUALIFICATIONS:
- 7+ years of experience in client success, account management, or similar roles, including 5+ years in leadership positions.
- Proven success in managing teams, achieving KPIs, and driving revenue growth.
- Strong understanding of the vacation rental property management industry.
- Exceptional communication, organizational, and problem-solving skills.
- Proficiency in Salesforce Service Console and Slack; ability to adapt to new technology quickly.
COMPENSATION & BENEFITS:
Annual Salary Range: $110,000 - $130,000
Benefits:
- Competitive salary and performance-based incentives.
- Comprehensive benefits package, including health, dental, and vision insurance.
- Generous PTO policy and flexible remote work options.
- Opportunity to make a significant impact in a growing company.