Back to jobs

Vice President, Customer Success

San Francisco

About R-Zero

R-Zero is a workplace intelligence platform that delivers real-time insights on how to optimize indoor spaces and buildings to improve workforce productivity, right-size real estate portfolios, and create operational efficiencies, including reducing energy costs. R-Zero’s industry-leading risk model recommends mobile and autonomous UV disinfection where risk is high, to achieve effectiveness while reducing chemical usage and waste, and reducing carbon emissions to achieve sustainability goals. R-Zero’s platform is instantly accessible, easy to use, and scalable across every kind of space, enabling health systems, commercial real estate, cities, public services, and educational systems to prepare today’s buildings to meet tomorrow's challenges. Learn more at www.rzero.com.

Role Overview

As the Vice President of Customer Success, you will focus on maintaining and growing relationships with R-Zero’s existing customers. You will oversee a team responsible for ensuring customers are satisfied while also driving revenue growth through renewals and expansion opportunities. You will set the strategy for customer growth and enhance the customer journey where possible. You will represent the voice of the R-Zero customer within the organization, communicating feedback and learnings cross-functionally. This role reports to the Chief Operating Officer. 

Key Responsibilities

  • Develop and implement strategy to improve customer retention, satisfaction, and loyalty
  • Lead a team of customer success managers, providing coaching and ensuring the team is working effectively to achieve company objectives
  • Own and grow key customer relationships, leading by example with player coach management
  • Lead our quarterly Customer Advisory Board meetings, partnering with Product and GTM teams
  • Drive revenue growth by identifying opportunities for upselling and cross-selling, developing strategies to increase customer retention, and collaborating with other teams within the organization to identify new revenue opportunities
  • Manage R-Zero’s Net Promoter Score surveys and actioning against results
  • Partner cross-functionally to provide seamless onboarding, engaging touchpoints, product updates, and technical support
  • Manage customer feedback and package up learnings for functional teams
  • Own internal library of best practices including process documents, training videos, customer outreach templates, onboarding checklists

Skills & Qualifications

  • Bachelor’s Degree or similar level of education
  • 12+ years of experience in customer success or account management
  • Strong people manager with experience building and leading high-performing and engaged teams
  • Ability to develop and implement customer success strategies that align with business goals
  • Demonstrated track record of delivering customer growth and hitting OKRs
  • Strong commitment to customer satisfaction and retention strategies with experience in implementing customer feedback loops and advocacy programs
  • Excellent verbal and written communication skills for effective interactions with stakeholders at all levels
  • Ability to operate cross-functionally, leading and influencing colleagues over whom you have no direct authority, ultimately leading to timely tactical decision-making to advance objectives
  • Proficiency in data analysis to understand customer behavior, usage patterns, and feedback
  • Unafraid to prioritize and make trade-offs
  • Experience in building intelligence, smart buildings, CRE, property tech, energy management or IoT sectors is preferred

R-Zero’s benefits program underscores our commitment to health equity and care for all people–including our employees. Some of these benefits include:

  • Unlimited vacation, paid holidays
  • Competitive total compensation with equity:
    • Competitive compensation–backed by market research and audited annually for pay disparities–is our baseline. In addition to competitive base bay, every member of our team receives equity. We believe shared ownership leads to shared success.
  • Healthcare benefits (medical, dental, vision) starting on day one. We offer coverage for employees, their spouses/domestic partners, and their children. 
  • 12 weeks paid parental leave for all genders
  • 401(k) program starting on day one
  • AD+D and life insurance

 

R-Zero is an equal opportunity employer, committed to creating a diverse and inclusive global work environment. We are committed to a policy of Equal Employment Opportunity and do not discriminate against an applicant or employee on the basis of any legally recognized protected basis under federal, state, or local law, including the San Francisco’s Fair Chance Ordinance.

Studies show that women and people of color tend not to apply for jobs if they don’t meet every single qualification. We encourage you to apply–even if your experience doesn’t perfectly align with every bullet point in the job description. You may be just the right candidate for this, or another opportunity.

By submitting your application, you acknowledge that you freely give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Apply for this job

*

indicates a required field

Resume/CV*

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

Cover Letter

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

Select...
Select...
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 R-Zero’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.