Director of Customer Success

The Company

Our client helps utilities and their customers build a cleaner, more resilient energy system. They connect smart thermostats, EVs, batteries, and other devices to create virtual power plants that enhance grid reliability and support greater adoption of renewable energy sources like wind and solar.

Role Overview

Our client seeks a seasoned customer services leader to oversee client-focused delivery across its expanding portfolio. The Senior Director of Customer Success will lead customer success and customer support, ensuring an exceptional experience for utility partners while driving operational improvements and scaling service offerings. This role includes managing over a hundred programs, optimizing processes, and owning the customer services profit & loss to support our client’s growth and financial targets.

Duties & Responsibilities

• Drive cross-functional decision-making across the business to enhance delivery performance and customer success.
• Develop and execute strategies to exceed financial targets, managing customer success and fostering strong client relationships.
• Oversee customer success strategy and daily operations to align with client goals and ensure seamless program execution.
• Lead and develop high-performing customer success, support, and operations teams
• Foster a collaborative and innovative culture.
• Build and strengthen customer relationships
• Serve as an escalation point for internal and external teams.
• Advance virtual power plant programs, establish best practices, and enhance client and end-user experiences.
• Identify and implement new tools, processes, and strategies to improve delivery capabilities and drive business growth.
• Partner with sales, marketing, and product teams to align go-to-market strategy and create a competitive, customer-centric experience.
• Collaborate with product teams to ensure timely and valuable feature development for customers.
• Continuously evolve customer success offerings based on market insights while remaining hands-on in project delivery when needed.

Qualifications

• Bachelor’s degree in business, engineering, energy management, or a related field required
• Master’s degree preferred.
• Leadership experience scaling software delivery and support teams in a fast-paced, client-focused environment.
• Extensive background in utility business development, grid services, and energy program leadership, with a strong track record of success.
• Skilled in managing high-stakes negotiations, regulatory frameworks, and strategic partnerships with government and regulatory agencies.
• Proven ability to drive revenue growth, manage risk, and align client services with company strategy.
• Strong communicator and relationship builder.
• Experienced in leading high-performing teams and navigating complex corporate relationships.
• Data-driven leader with a customer-first mindset.
• Focused on innovation and delivering impactful solutions.