Vice President of Customer Success

VP of Customer Success

Platinum Pest Solutions — Chicago South Suburbs or Northwest Indiana | Full-Time, Exempt | Regular Travel to Milwaukee & Indianapolis

$145,000–$165,000 base (targeted at $160K) + 25–35% bonus target + Long-Term Equity Incentive + Vehicle/Allowance

Own the number that determines whether our growth sticks: churn. Lead service delivery, account relationships, and renewals across a 3-market multifamily and commercial pest control portfolio — with a direct seat on the leadership team.

About Platinum Pest Solutions

Platinum is a commercial pest control company headquartered in Lansing, Illinois, with operations in Milwaukee and Indianapolis. We protect multifamily apartment portfolios and commercial properties through general pest, bed bug, and canine inspection services. We employ 80+ people and are growing into new markets. We run on EOS (Entrepreneurial Operating System) — clear seats, clear numbers, quarterly Rocks, and a weekly leadership rhythm where the person accountable for a number brings that number. Our core values: Dream Big, Positive Optimistic Energy, Great Customer Service, Compassion, and Platinum Pride.

Why This Seat Exists

Our biggest growth constraint isn't selling more — it's keeping what we win. No single leader currently owns retention end to end. In our largest book, multifamily portfolios, the relationship that matters is with the property management company, not the individual building — one lost regional manager relationship can move a dozen communities at once. This seat exists to protect and grow those relationships, and to make service quality the platform our commercial growth sits on. Multifamily is the priority. Commercial expansion is the upside.

What You'll Own

• Post-sale organization: Lead operations and service managers across Lansing, Milwaukee, and Indianapolis; build the service leadership bench; own staffing, routing, and capacity planning; set one consistent service standard across all three markets
• Service delivery & quality: Own service quality, IPM/compliance documentation, response time, on-time completion, and callback resolution; close the loop between field issues and root-cause fixes
• Account management: Own relationships at the property management/regional manager level; run business reviews on a set cadence; carry named ownership of top portfolios; maintain proactive at-risk plans
• Renewals, rebids & growth: Own clean Sales-to-Service handoffs, renewals, and portfolio rebids; grow existing accounts into more doors, sites, and services

The Numbers You Own

Portfolio churn and net revenue retention · Renewal/rebid win rate · Commercial account growth · Resident complaint/callback rate · On-time completion and response time

Milestones

• First 90 days: Time in the field across all three markets before major changes; a named owner and relationship map for every top portfolio; a business review cadence with our largest property management partners; a working churn/NRR measure on the weekly Scorecard; an honest read on the service manager bench
• First 12 months: Churn trending down and reported weekly; a defined renewal/rebid playbook; business reviews running with every major partner; consistent, verifiable service standards across markets; expansion revenue tracked as a named line; a bench deep enough to support new-market entry

What You Bring

This seat requires pest control industry experience — commercial and multifamily specifically. We are not considering candidates from outside the industry.

• 8+ years in commercial pest control or a similar industry leading service delivery, field operations, or account management, including 3+ years leading other leaders
• Direct experience owning both a commercial book and a multifamily book simultaneously
• Direct ownership of a retention, churn, or renewal number, with results you can speak to in detail
• Experience managing contracted, recurring accounts where the decision maker sits above the individual site
• Responsibility across multiple locations or markets
• Ability to obtain licensure in Illinois, Wisconsin, and Indiana
• Working proficiency with AI tools, with the ability to raise the standard for how the field uses them
• Credibility with a field workforce — equally at home in a mechanical room and a regional manager's conference room
• Willingness to be based in the Chicago South suburbs or Northwest Indiana, with regular travel

Nice to Have

Depth across general pest, bed bug, and canine inspection · experience with large property management companies and per-door portfolio contracts · operating experience in Chicago, Milwaukee, or Indianapolis · experience in audited environments (food safety, food processing, healthcare) · Associate Certified Entomologist or comparable credential · experience through a field service software implementation · familiarity with EOS

Who Thrives Here

You'll do well if you believe retention is won in the field and in the relationship, not in a report — and you're comfortable being judged on what happens to the accounts we already have. You won't do well here if you'd rather run this from a desk, report churn instead of preventing it, or need the systems already built. They're being built now — that's the job.

Benefits

Health/Dental/Vision (60% employer-covered, all tiers including family) · 401(k) with 4% match · 3 weeks PTO + holidays · Company vehicle or allowance · Direct seat on the leadership team with access to ownership

To Apply

Send your resume with a short note about an account or portfolio you were at real risk of losing — what happened, what you did, and how it ended. We'd rather hear about a hard one than an easy one.

Platinum Pest Solutions is an Equal Opportunity Employer.