About the job
Runwise is on the lookout for an accomplished Director of Customer Success to spearhead our team dedicated to enhancing building performance and facilitating our customers' long-term success with the Runwise platform.
This leadership position is crucial as we scale our Customer Success organization in tandem with our expansion into new markets and a growing number of buildings.
THE ROLE
In your role as the Director of Customer Success, you will oversee a team entrusted with the proactive monitoring of building performance, optimizing system settings, and ensuring our customers realize significant energy savings.
You will lead Customer Success Managers who manage extensive building portfolios, collaborating closely with Customer Support, Field Operations, and Engineering teams to swiftly resolve issues and ensure efficient system operations.
We are seeking a candidate who possesses expertise in scaling customer success initiatives within a hardware and software ecosystem, capable of developing processes, metrics, and operational playbooks that facilitate our ongoing growth.
KEY RESPONSIBILITIES
Customer Success Leadership
- Lead and nurture a team of Customer Success Managers.
- Establish frameworks for portfolio management and performance benchmarks.
- Design effective processes for proactive customer engagement.
Building Performance Optimization
- Ensure optimal building operations and anticipated energy savings are achieved.
- Identify opportunities for system optimization within customer portfolios.
- Create monitoring and reporting frameworks to assess building performance.
Customer Relationship Management
- Forge robust relationships with property owners, operators, and asset managers.
- Act as the primary strategic technical liaison for large customer portfolios.
- Spot opportunities for expanding Runwise deployments across existing portfolios.
Operational Scaling
- Develop playbooks and processes for managing extensive building portfolios.
- Implement necessary software solutions to support team scalability.
- Enhance reporting, monitoring, and performance tracking systems.
- Work in collaboration with Customer Support and Field Service teams to address operational challenges.

