VP of Customer Sucess

About Platinum Pest Solutions Platinum Pest Solutions is a commercial pest control company headquartered in Lansing, Illinois, with operating locations in Milwaukee and Indianapolis. We protect multifamily apartment portfolios and commercial properties through general pest, bed bug, and canine inspection services. We employ more than 80 people and we are growing into new markets.

The company runs on EOS, the Entrepreneurial Operating System. That means clear seats, clear numbers, quarterly Rocks, and a weekly leadership rhythm where the person accountable for a number brings that number.

Our core values are Dream Big, Positive Optimistic Energy, Great Customer Service, Compassion, and Platinum Pride. We hire against them and we manage against them.

Why This Seat Exists Our biggest growth constraint is not selling more. It is keeping what we win. Retention and churn sit at the center of that, and today no single leader owns that number end to end.

The stakes are highest in our largest book, the multifamily apartment portfolios. In that book the relationship that matters is the property management company, not the individual building. One regional manager who loses confidence, or one portfolio rebid that goes the wrong way, can move a dozen communities t risk deserves a leader whose full time job is protecting and growing those relationships.

Our commercial ambitions make this seat more important, not less. Service quality, audit readiness, and a real relationship at the top are exactly what wins the next contract, earns the rebid, and lets us add doors, sites, and services inside accounts we already have. Client success is the platform our commercial growth sits on.

What You Will Own The Post Sale Organization Lead the operations organization and the service managers across Lansing, Milwaukee, and Indianapolis.

Build the service leadership bench. Develop service managers into leaders who can run a market on their own.

Own staffing, routing, and capacity planning so we meet the commitments we sold in every market.

Set one standard of service across all three markets, so an account in Milwaukee gets the same Platinum an account in Lansing gets.

Service Delivery and Quality Own service quality at the property level across general pest, bed bug, and canine inspection.

Own the IPM and compliance documentation that keeps properties complaint free and audit ready.

Own response time, on time completion, and the speed and quality of callback resolution.

Close the loop between what the field sees and what leadership decides, so recurring problems get fixed at the root.

Account Management Own the relationship at the property management company and regional manager level, not just at the site.

Run business reviews with decision makers on a set cadence, with data they care about.

Carry named, personal ownership of the top portfolios.

Maintain a proactive plan for every account at risk, built ahead of the cancel rather than after it.

Renewals, Rebids, and Growth Own a clean handoff from Sales into Service so the first ninety days of an account match what was sold.

Own renewals and portfolio rebids, including the preparation that starts long before the rebid does.

Grow existing accounts into more doors, more sites, and more services.

Build the service reputation and reference base that helps Sales win new commercial business.

The Numbers You Own This seat is measured on results, not activity. You will bring these to the leadership team every week.

Portfolio churn and net revenue retention, starting with multifamily.

Renewal and rebid win rate.

Growth of commercial accounts.

Resident complaint and callback rate.

On time completion and response time.

What Success Looks Like First 90 Days Time in the field in all three markets, including ride alongs, before major changes are made.

A named owner and a documented relationship map for every top portfolio.

A business review cadence established with our largest property management partners.

A working churn and net revenue retention measure in place and reported weekly on the Scorecard.

A direct, honest assessment of the service manager bench in every market.

First 12 Months Portfolio churn…