Join Our Team

About the Role:

Audience Town is seeking a strategic, hands-on, and highly collaborative Director of Customer Success, New Construction, to lead customer success efforts across our growing builder client portfolio. This is a dynamic, fast-paced role that requires a self-starter who thrives in a startup environment and can balance strategic thinking with day-to-day execution. In this role, you will be the primary champion for client satisfaction and growth; from initial setup to ongoing education, helping builders realize the full value of our platform. You’ll lead our efforts to drive adoption, deliver value, optimize performance, and retain and grow long-term relationships within the New Construction segment.

This is a high-impact leadership role responsible for creating and delivering a world-class customer experience for homebuilders, ensuring they achieve their business goals through the Audience Town platform.

Key Responsibilities Include: 

Customer Success and Strategy - 

• Lead the onboarding, adoption, engagement, and retention strategy for builder accounts. 
• Define and implement a customer success strategy for New Construction, aligning with Sales, Product and Marketing. 
• Serve as a trusted advisor and strategic partner to our builder clients, helping them maximize ROI from our suite of products. 
• Develop scalable playbooks and best practices for success, education and product utilization. 

Client Relationship Management - 

• Own post-sale relationships for builder accounts, building long-term partnerships based on trust and value. 
• Be the voice of the customer within Audience Town, advocating for their needs, goals, and pain points with Product and Engineering. 
• Conduct regular check-ins, performance reviews and strategic business reviews (QBRs).
• Monitor client health and proactively address risks to satisfaction or renewal. 
• Identify and pursue upsell opportunities aligned with client needs and business goals.

Operational Excellence - 

• Collaborate closely with Sales, Product, and Marketing teams to deliver seamless service and outcomes. 
• Troubleshoot and resolve client issues (e.g., campaign performance, reporting, billing) with speed and precision. 
• Analyze account trends and campaign data to develop actionable insights and recommendations. 
• Deliver white-glove service across onboarding, implementation, support, and ongoing education. 
• Manage beta programs with clients, proactively managing setup , training, collecting feedback, and working with Product.

Who You Are: 

• Have a deep understanding of, or passion for, the New Construction industry or builder marketing ecosystem.
• Are a customer-first leader who can balance relationship-building with data-driven decision-making.
• Thrive in a startup or high-growth environment where cross-functional collaboration is key.
• Are passionate about driving measurable outcomes and impact for your clients.
• Can move between strategic planning and hands-on execution with ease.
• Bring a proactive, consultative, and solution-oriented mindset.

Qualifications: 

• 5+ years of experience in customer success, account management, or client-facing roles (ideally within media, proptech, or SaaS).
• 2+ years of leadership experience or managing strategic/enterprise accounts.
• Proven success working with marketing, advertising, or data-driven software platforms.
• Strong project management, communication, and analytical skills.
• Experience with tools like Hubspot, Salesforce, Asana, Google Analytics, Looker, or similar platforms is a plus.
• Bachelor’s degree or equivalent experience.

What We Offer: 

• Competitive base salary + performance bonus
• Equity participation
• Remote work flexibility
• Health, dental, and vision benefits
• Opportunity to shape the customer experience function at a fast-growing company
• A mission-driven, collaborative team working to transform home marketing

About Audience Town

Audience Town is the leading marketing intelligence platform built specifically for home builders. We help homebuilders connect with people who are on the move. Our proprietary data, analytics, and digital media solutions empower our customers to make smarter marketing decisions and drive better results.

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