Head of Customer Success

Role overview

We’re seeking a Head of Customer Success to join our fast-growing, A-stage startup in the real estate technology space.

With a major distribution partnership secured, we’re about to onboard a wave of new customers—and we need someone who can ensure every one of them has a delightful, impactful experience.

This is a senior leadership role with the opportunity to grow into a C-level position as we scale. You’ll be the architect of our customer success strategy, building the processes, team, and culture that keep customers engaged, supported, and thriving.

Working at the intersection of real estate, technology, and customer experience, you’ll help deliver on our mission:

To make property renovation effortless, predictable, and designed for life.

What You’ll Do

• Own the customer journey from onboarding through renewal, ensuring customers achieve measurable success with our platform.

• Build and scale the Customer Success function — design playbooks, processes, and metrics for long-term growth.

• Partner closely with Sales & Product to translate customer feedback into actionable insights that drive product innovation.

• Develop onboarding and training programs that empower customers to fully leverage our platform.

• Monitor customer health metrics (adoption, satisfaction, retention) and take proactive steps to improve them.

• Hire, lead, and mentor a high-performing Customer Success team as we expand.

• Serve as a trusted advisor to institutional partners, investors, contractors, and end-users within the real estate ecosystem

What We’re Looking For

• 7+ years of experience in Customer Success, Account Management, or a related function, ideally within SaaS or proptech.

• Proven success in building or scaling Customer Success programs in a startup or high-growth environment.

• Strong leadership and communication skills — able to engage confidently with executives, partners, and frontline users.

• A strategic thinker who can also roll up their sleeves and execute in a fast-moving, resource-constrained environment.

• Data-driven mindset with experience using customer success tools and analytics.

• Passion for real estate, technology, and transforming how properties are renovated and managed.

What Sets You Apart

• Background in real estate technology, construction management, or property investment workflows.

• Track record of building teams and growing into senior leadership roles.

• Entrepreneurial spirit — comfortable with ambiguity and energized by building from the ground up.

Why Join Us

At Kai, our vision is to unlock the hidden potential in every property.

We live by values that prioritize:

• Truth over consensus

• Speed over perfection

• Profit through impact

As Head of Customer Success, you’ll play a defining role in shaping both our customer experience and our company’s growth story.

This is your chance to join serial entrepreneurs at a pivotal inflection point, to build something from the ground up, and to leave your mark on the real estate technology industry.