Director, Customer Success

Runwise is seeking a Director of Customer Success to lead the team responsible for proactively managing building performance and ensuring customers achieve long-term success with the Runwise platform.This is a leadership role responsible for scaling the Customer Success organization as Runwise continues to expand across new markets and thousands of buildings.THE ROLEAs Director of Customer Success, you will manage the team responsible for proactively monitoring building performance, optimizing system settings, and ensuring customers achieve measurable energy savings.You will oversee Customer Success Managers responsible for large portfolios of buildings and work closely with Customer Support, Field Operations, and Engineering to ensure issues are resolved quickly and systems operate efficiently.This role requires someone who understands how to scale customer success operations in a hardware + software environment and can build processes, metrics, and playbooks that support continued growth.KEY RESPONSIBILITIESCustomer Success LeadershipManage and develop a team of Customer Success ManagersEstablish portfolio management frameworks and performance standardsBuild clear processes for proactive customer engagementBuilding Performance OptimizationEnsure buildings are operating efficiently and delivering expected energy savingsIdentify system optimization opportunities across customer portfoliosDevelop monitoring and reporting frameworks for building performanceCustomer Relationship ManagementBuild strong relationships with property owners, operators, and asset managersServe as the primary strategic technical partner for large customer portfoliosIdentify opportunities to expand Runwise deployments across existing portfoliosOperational ScalingDevelop playbooks and processes for managing large building portfoliosImplement software as needed to help the team reach scaleImprove reporting, monitoring, and performance tracking systemsCollaborate with Customer Support and Field Service to resolve operational issuesWho you are:Based in the New York City areaExperienced in scaling Customer Success organizations in high-growth environmentsHighly operational and comfortable working with technical systemsStrong relationship builder with excellent communication skillsAble to manage complex portfolios and prioritize across many customersRequirements:7+ years of Customer Success or account management experienceExperience scaling a success team from managing $20M ARR to $75M+ ARRExperience in a hardware + software or IoT company preferredExperience managing teams and scaling customer success operationsStrong analytical and operational skillsBachelor's degree preferred but not requiredSalary: $150,000-$180,000 annually (Based on experience)What you believeNo job is too small.Sincerity builds trust.Setbacks fuel progress.Efficiency is vital.BenefitsMedical, dental, and vision insuranceHSA & FSA optionsPaid Parental LeaveAccess to Talkspace & Health AdvocateFlexible PTOCommuter Benefits401KCompany-paid life insuranceVoluntary supplemental life insuranceFree in-office lunch on WednesdaysHybrid work environmentSummer FridaysMonthly L&D SeriesEmployee Resource Groups (e.g. DEIB Committee, Run Club)