Who are we?
Sealed is a home wellness company on a mission to make homes healthier, more comfortable, and cleaner for the planet. We are transforming energy, finance and home improvement to deliver clean air and comfort with less energy. Sealed modernizes home heating and cooling with upgrades like insulation and HVAC technology. We match the right contractor, cover the upfront costs, and stand behind the work: we only get paid if your house saves energy. Sealed is venture backed and based in New York City. Learn more at sealed.com.
What will you do?
Sealed’s business is built off of a long-term relationship with customers that lasts up to 20 years. As the Director of Customer Success, you are responsible for Sealed reaching new benchmarks of customer satisfaction and delight. You will build a top notch customer support operation, and strategize proactive approaches to customer success.
You will design and build programs that add value for customers over time, ensuring that Sealed is a long-term home wellness partner.. You will work closely with the sales and marketing teams to define and execute the communications needed to engage customers and create a continual feedback loop on their needs.
What success looks like
With a high (and increasing) NPS score, Sealed customers are happy, well informed, and are actively referring friends, family, and neighbors. Sealed experiences negative churn, with existing customers working with Sealed to continually improve their home and reduce (and eventually eliminate) their carbon footprint. The rest of the company knows all of the levers of customer success through the customer journey, and are actively working with you to improve the customer experience and ensure value proposition alignment at every step.
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