Director of Customer Success

The Opportunity:

A homeowner who has just signed with Jetson is excited and slightly nervous. What happens over the next several weeks decides whether they stay excited, and whether they tell their neighbors. This role owns that experience.

As Director of Customer Success, you lead the team that owns the homeowner relationship from Closed Won through install readiness. You are accountable for keeping signed customers engaged and confident, for getting from them what the business needs to schedule their install, and for the rate at which signed customers cancel before we ever get to their home. You'll build a high-touch service standard that scales across markets — and you'll be the voice inside Jetson arguing for what the customer actually experiences.

What You'll Do:

• Lead and develop the Customer Success organization, including Customer Success Managers; define coverage model, role scorecards, and the hiring plan as volume grows
• Own post-sale cancellation and fallout rate, and build the save motion for at-risk customers
• Set the post-sale customer experience standard end to end: relationship ownership, proactive milestone communication, response-time expectations, and escalation paths
• Drive the customer-side inputs that unblock scheduling — document collection, financing completion, site access, and decision confirmations — so readiness is never waiting on an unanswered email
• Own customer confidence during unavoidable waits for permits, utility approvals, and equipment lead times, so a delay never becomes a cancellation
• Own CSAT and review generation through install and into ownership, and close the loop on every detractor
• Partner with Director of Production Coordination so that every date given to a customer is one the business can actually hold
• Partner with Sales on handoff quality, and feed friction and broken expectations back upstream rather than absorbing them
• Own the referral motion with satisfied homeowners post-install
• Own Customer Success tooling and data integrity in HubSpot: lifecycle stages, task automation, account health signals, and exception reporting
• Report weekly to leadership on fallout, customer-side cycle time, CSAT, and top customer-experience blockers, with root cause and a plan attached to each
• Serve as senior escalation point for customer complaints and for goodwill and resolution decisions within approved thresholds

What You Bring:

• Bachelor's degree in Business, Communications, Operations Management, or equivalent experience
• 7+ years in customer success, account management, or consumer service delivery, including 3+ years leading managers
• Demonstrated ownership of a retention, cancellation, or satisfaction metric — you've moved one and can explain exactly how
• Experience in high-volume residential or consumer services where the customer relationship spans weeks and involves field visits, not a self-serve product
• Track record building a service standard that held up as headcount and volume grew
• Hands-on experience with CRM platforms (HubSpot preferred) at the workflow design level, not just as a user
• Strong analytical instincts — you build the report yourself before asking someone else for it
• Ability to build process from inception, including playbook development, in a fast-paced startup environment
• Comfort with high autonomy, ambiguity, and executive visibility
• Availability for 25 % travel
• Familiarity with modern tools including AI for efficiency

Preferred: Home services, HVAC, solar, or home electrification experience; multi-market team leadership; experience standing up a function that did not previously exist

Job Type: Full-time, Permanent

Pay: $165,000 - $200,000 per annum

Benefits/Perks:

• Dental, Vision & Life Insurance: 100% company-paid premiums
• Extended Health Care
• Disability Insurance
• Parental Leave Top-Up
• Education Support
• Equity

Work Location: In person - North Vancouver, BC