Head of Homeowner Success
Lead the team that helps homeowners understand their readiness path, complete verified hardening actions, and get steady support through insurance milestones. This role blends operations, coaching, and process design in a high-trust environment.
Competitive salary and equity, with benefits aligned to a senior team role.
The opportunity
Cindera helps homeowners make concrete wildfire risk improvements and document them in ways that matter to insurers, vendors, and their own peace of mind. The Head of Homeowner Success will own the experience that turns a complex, often stressful process into clear next steps and dependable support.
You will lead a team that works directly with homeowners across onboarding, verified action completion, and ongoing readiness support. The work is operational and human: building trust, setting standards, solving edge cases, and making sure families know what to do next and why it matters.
This is a chance to shape a core part of Cindera's service model at an important moment for the company and the people we serve.
What you'd do
- Lead the homeowner success team across onboarding, readiness planning, verified action completion, and case support.
- Build clear operating rhythms, playbooks, and quality standards for a high-trust homeowner experience.
- Coach the team on communication, escalation handling, and helping families move through insurance-related moments with confidence.
- Work with product, operations, and vendor partners to remove friction in the homeowner journey.
- Track service performance, identify failure points, and turn recurring issues into process improvements.
What we're looking for
- Experience leading a customer success, operations, or service team in a complex, people-facing environment.
- Strong judgment and calm communication when handling sensitive situations and competing priorities.
- A practical operator who can design process, set standards, and still stay close to the work.
- Comfort working cross-functionally with product, operations, and external partners.
- A bias toward clarity, follow-through, and measurable outcomes for customers.
Nice to have
- Background in insurance, home services, climate risk, or another regulated or high-stakes support environment.
- Experience building or scaling a service function at an early-stage company.
- Familiarity with homeowner workflows, property hardening, or field service coordination.
- Experience using support or CRM systems to improve team performance.
Why Cindera
Cindera is working on a problem that matters: helping homeowners take real action on wildfire readiness and making that progress legible to the people who depend on it. The work is practical, urgent, and grounded in real needs rather than abstract metrics.
You will join a small team where operations shape the product experience, not just the back office. If you want to build a service model that helps families through stressful moments with clarity and care, this role gives you room to do that.