Head of Customer Advocacy

Role Overview

RETR is a profitable, independent B2B SaaS company with over $10 million in annual recurring revenue and a team of 12 employees. Our focus is on creating products that customers adopt, love, and recommend, aiming to become the primary intelligence source for mortgage and real estate transactions in the US, akin to a "Carfax" for the industry.

Responsibilities

• Manage all aspects of customer engagement post-sale, including onboarding, product adoption, account health, renewals, and growth opportunities.
• Analyze growth drivers within top accounts, develop a reproducible playbook based on findings, and recruit a team to implement it.
• Take full ownership of renewal processes to prevent unforeseen surprises for the company.
• Lead efforts to secure enterprise trials critical for account acquisition and retention.
• Reduce churn in the self-serve customer base through product improvements and automation rather than increasing staffing.
• Scale customer support operations while maintaining high quality standards.
• Maintain the deepest understanding of customer needs in the company and collaborate closely with Sales to translate insights into meaningful conversations.
• Recruit, build, and lead the customer success and support teams.

First 60 Days Plan

• Days 1–14: Immerse yourself in customer accounts, learn the product and industry, and identify factors driving account growth.
• Days 15–30: Identify multiple growth paths, test and validate hypotheses, and establish a playbook supported by evidence.
• Day 30: Begin hiring success managers even as the playbook is being refined, aiming for an 80% complete plan.
• Day 60: Have the first success managers onboarded, with accounts allocated and playbook actively executed by the team.

Team & Reporting

You will oversee Success, Enablement, and Support functions and report directly to the COO. Hiring your initial success managers within 60 days is expected.

Candidate Profile

• Experience building a customer success function from the ground up.
• Ability to share specific metrics related to customer retention and account expansion.
• Willingness to personally manage a customer portfolio during the first 90 days before transitioning it to the team.
• Track record of addressing churn challenges through product enhancements and automation rather than solely by increasing headcount.
• Preference for hiring fewer exceptional team members over many average performers.
• View expansion as confirmation of product effectiveness, not merely a target to meet.
• Comfortable making decisions with incomplete information and iterating rapidly.
• Strong problem-solving aptitude combined with excellent listening, analytical, and critical thinking skills.
• Collaborative team player dedicated to supporting others’ success and adhering to ethical principles.

Bonus qualifications: Experience in mortgage or fintech industries and establishing AI-driven support services.

Company Culture & Values

• Operate with a philosophy of giving more than you receive.
• Focus on delivering genuine value to customers.
• Commitment to honesty, integrity, fairness, accountability, and excellence.

"Lead with value" is a core principle ensuring customer interactions feel authentic rather than sales-driven; growth arises because customers seek additional value, not because of pressure tactics.

Compensation & Benefits

• Base salary ranging from $180,000 to $200,000 annually, consistent nationwide without location-based adjustments.
• Performance bonuses available and discussed collaboratively.
• Fully remote position for US residents.
• Company-paid medical insurance covering 100% of individual premiums.
• Employer-provided dental, vision, life, short-term, and long-term disability insurance.
• 401(k) plan with employer match: full match on first 1% of contributions plus 50% match on the next 5%.
• Generous paid time off including 13 holidays such as Christmas Eve and the day after Thanksgiving.
• Weekly meal stipend of $100 and monthly wellness stipend of $100.
• Complete home office equipment supplied, including laptop, monitors, camera, and peripherals.

What We Do Not Provide

• No stock options or equity grants, reflecting our bootstrapped status.
• No customer success quotas disguised as sales roles; this position is focused on customer value and retention.
• No bureaucratic layers—direct reporting to the COO with a lean organizational structure.

Equal Opportunity Statement

We welcome applicants from diverse backgrounds, experiences, abilities, and perspectives, and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.