Back to jobs
New

Head of Resales

United States, Remote

About Pacaso:
Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. Our innovative co-ownership model is the easiest, smartest and most responsible way for people to experience the joy of a second home. We provide all the benefits of true ownership without the hassles through our simplified financial structure, easy and equitable scheduling, and dedicated local property management.Founded by former Zillow executives, Pacaso has facilitated over $1 billion in gross real estate transactions and service fees across more than 40 markets nationwide, as well as internationally in Paris, London, and Cabo.

We have been featured in The New York Times, Wall Street Journal, Fortune, Forbes, CNBC and more.Pacaso is a certified Great Place to Work and has received numerous accolades for its workplace culture. Fortune and Great Place To Work named Pacaso to the 2024 Best Workplaces in Real Estate list. In 2023, Pacaso was recognized as a Best Workplace in the Bay Area™, and in 2022, it ranked among the Best Medium Workplaces™, Best Workplaces for Real Estate™, and Best Workplaces for Millennials™. Additionally, Pacaso was ranked #6 on Glassdoor's 2022 list of Best Places to Work and was one of LinkedIn's top startups in 2022.

Position Summary

The Head of Resales is a critical leadership role responsible for managing and optimizing the resale process for High-Net-Worth (HNW) clients. This role will drive the department’s reset, building a cohesive, efficient, and client-focused strategy that not only aligns with organizational goals but also evolves the resale business model. A key component will be fostering collaboration with Product and Marketing teams to innovate the product experience and enhance the overall strategy.

The leader will navigate the complexity of multi-share ownership, pricing strategies, and owner coordination, ensuring a vibrant and sustainable resale marketplace. This role requires a sharp, business-oriented, and customer-focused leader with deep expertise in managing complex transactions. A data-driven approach to driving accountability, fostering cross-functional collaboration, and delivering exceptional client experiences is essential.

 

Client Experience Leadership:

Build a best-in-class customer success strategy centered on trust, transparency, and tailored service for HNW clients. Lead efforts to ensure a seamless resale journey while strategically collaborating with Product and Marketing teams to evolve the resale business model and enhance the product experience.

Proactive Communication
Design and implement a structured communication plan that includes:

  • A personalized resale information packet to set clear expectations.
  • Regular updates on progress, milestones, and market insights.
  • Transparent next steps to keep clients informed and engaged throughout the process.

Expectation Setting
Establish and manage realistic timelines and deliverables that align with luxury market standards. Use client data and team expertise to create confidence and alignment, ensuring expectations are met with precision and consistency.

Feedback Integration
Develop a multi-threaded feedback loop that incorporates:

  • Insights from BI tools like SFDC and Tableau to identify trends and refine strategies.
  • Product interactions to highlight opportunities for enhancement.
  • Customer feedback to align resale processes with client needs.
  • Sales team input to track market sentiment and improve client engagement.

Collaborate closely with Product and Marketing to use these insights to continuously refine resale strategies, improve the product experience, and position the resale business model for long-term growth and success.

 Customer-Focused Team Leadership

Team Development
Lead and mentor a high-performing team of customer success professionals, fostering alignment with company values and customer-centric best practices. Prioritize skill development, growth opportunities, and creating a culture of excellence tailored to serving HNW clients.

Performance Management
Leverage deep expertise in Salesforce (SFDC) and KPI reporting to build advanced dashboards and performance metrics. Provide real-time visibility into team operations, enabling data-driven decisions to identify challenges, solve problems proactively, and drive accountability. Establish a continuous improvement mindset, ensuring the team consistently delivers exceptional client experiences.

Cross-Functional Collaboration
Partner closely with Product and Marketing teams to strategically evolve the resale business model and elevate the product experience. Work with Sales and Operations to create cohesive strategies that optimize the resale process, ensuring seamless coordination and alignment across departments. Maintain a luxury, customer-first approach while driving results that reflect the needs and expectations of HNW clients.

Process Optimization & Accountability

Streamlined Workflows
Develop and implement efficient processes for managing resales, ensuring seamless handoffs between Operations and Sales. Create prioritization frameworks to manage complexities, such as multiple sellers within the same property, while maintaining a luxury, customer-focused experience. Collaborate with Product and Marketing to integrate these workflows into the evolving resale business model for optimal efficiency.

Technology Integration
Leverage Salesforce, Sales Enablement tools, and BI platforms like Tableau to drive operational excellence. Automate client follow-ups, enhance data accuracy, and provide actionable insights for decision-making. Partner with Product to identify and implement technological enhancements that improve the resale product experience.

Continuous Improvement
Establish a culture of adaptability by regularly reviewing and refining processes to respond to changing market conditions and client needs. Collaborate cross-functionally with Product and Marketing to ensure the resale business model evolves to remain scalable, efficient, and aligned with the expectations of HNW clients.

Marketing & Demand Generation Alignment

Customer-Focused Campaigns
Collaborate with Marketing to design and execute data-driven campaigns that resonate with the preferences of HNW clients. Incorporate best practices in selling high-end real estate by crafting emotional, aspirational messaging that highlights the exclusivity and lifestyle benefits of Pacaso’s offerings. Partner with Product and Marketing to evolve the resale business model and integrate these campaigns seamlessly into the client journey.

Demand Generation Frameworks
Work closely with Marketing to develop strategies that not only drive demand but also address clients’ needs at critical decision points in their buying or selling journey. Leverage insights from BI tools like Salesforce and Tableau to refine targeting and ensure campaigns engage the right audience effectively. Collaborate with Product to align demand generation with product improvements that enhance the overall experience.

Personalized Engagement
Create a high-touch, tailored sales cadence that meets the expectations of luxury real estate buyers. Focus on transparency, overcommunication, and delivering value throughout the process to build trust and maintain alignment. Ensure HNW clients feel fully supported and understood, reinforcing Pacaso’s commitment to exceptional service and experience.

Insights-Driven Decision Making

Market Intelligence: Use BI dashboards and analytics to anticipate potential churn risks, market trends, aligning resale strategies with broader real estate dynamics and customer preferences.

Client Satisfaction Metrics: Establish benchmarks for client engagement and satisfaction, tracking key metrics to ensure a consistent, exceptional experience for all clients.

Holistic Reporting: Provide regular updates to leadership on progress, challenges, and opportunities, ensuring visibility and alignment with organizational goals.

Key Qualifications

  • Proven Leadership: Demonstrated success in building and leading high-performing customer success or sales teams, particularly within HNW-focused industries such as luxury real estate, premium services, or high-end consumer goods. Experience fostering collaboration with Product and Marketing to align team objectives with evolving business models and customer expectations.
  • Experience with HNW Audiences: Deep understanding of the unique expectations and preferences of HNW clients, with a proven ability to deliver personalized, high-touch experiences that build trust and foster long-term relationships. Skilled in tailoring strategies to meet the nuanced needs of this discerning audience.
  • Expertise in Ownership Models: Comprehensive knowledge of complex ownership structures, multi-share models, and sophisticated pricing strategies. Ability to align customer success initiatives with broader sales, marketing, and product objectives to drive growth and create seamless client experiences.
  • Technical Proficiency: Advanced expertise in CRM systems like Salesforce and BI tools such as Tableau, with a proven track record of using these platforms to inform data-driven decisions, enhance operational efficiency, and measure performance. Experience integrating data insights into marketing and product strategies to evolve business models.
  • Exceptional Communication: Outstanding communication, negotiation, and relationship management skills, refined to meet the high standards of the luxury market. Skilled at ensuring seamless interactions across clients, internal teams, and external partners while maintaining transparency and trust.
  • Strategic Problem Solving: Proven ability to navigate complex challenges and deliver impactful solutions in dynamic, fast-paced environments. Expertise in balancing competing priorities and aligning cross-functional teams toward shared goals.

Experience Level:5+ years of relevant experience, including senior leadership roles in customer success, sales, or operations within luxury or HNW-focused industries. Experience collaborating with Product and Marketing to innovate and evolve business models and client experiences.

Compensation: $125-150 with equity

You’ll love working at Pacaso because of our ...

  • Competitive salary and stock options.
  • Unlimited, flexible PTO for exempt employees.
  • Excellent medical, dental and vision insurance.
  • Sponsored memberships to One Medical, Ginger and Carrot.
  • 401(k) to help you save for the future.
  • Paid maternity and paternity leave.
  • Generous home office stipend and monthly cell phone reimbursement.
  • Quarterly remote team building events and L&D opportunities.

Pacaso encourages applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities.     

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Pacaso ’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.