Customer Success Leader - Remote
About The Position
Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world. Learn about our benefits designed for you to Thrive at work and at home. We boldly go. Where is the work: Virtual A sustainable future demands ongoing digital advancement. Our digital solutions team leads the way in developing next-generation climate technology focused on reducing demand-side energy consumption and emissions. Our team—including BrainBox AI, Nuvolo, and more—combines technical expertise with advanced analytics to create data-driven solutions that add real value for customers, communities, and the planet. Whether you're advancing AI in HVAC or driving analytics for greater efficiency, your ideas will help engineer solutions for stronger communities and a sustainable world. What's in it for you: BrainBox AI is seeking a strategic, global Leader of Customer Success to build and lead a high-performing customer success organization responsible for ensuring the success of customers worldwide. Based in the U.S. or Canada, this leader will define the strategy, structure, and operating model for a best-in-class function that drives customer value, retention, advocacy, and growth across the full customer lifecycle. This role will oversee Customer Success Management, Measurement & Verification, Customer Performance Services, and Customer Support, ensuring customers realize measurable outcomes in energy savings, emissions reduction, system performance, and occupant comfort.
Requirements
- Bachelor’s degree in engineering or business required.
- 15+ years of progressive experience in customer success, account management, professional services, or related functions.
- 5+ years of leadership experience building and scaling high-performing teams.
- Proven success in B2B SaaS, IoT, energy, smart building, or industrial technology environments.
- Strong executive presence, cross-functional leadership skills, and a track record of driving retention, expansion, and customer satisfaction.
Nice To Haves
- MBA strongly preferred.
- Experience in energy engineering, building systems, HVAC, or performance services is strongly preferred.
Responsibilities
- Define and execute BrainBox AI’s global customer success strategy, operating model, and engagement framework.
- Build, lead, and develop high-performing teams across Customer Success Management, Measurement & Verification, Customer Performance Services, and Customer Support.
- Establish KPIs and management rhythms for customer health, retention, expansion, and overall customer outcomes.
- Lead Measurement & Verification teams that use energy engineering and analytics to provide customers with clear evidence of reductions in energy costs and emissions.
- Oversee Customer Performance Services, delivering sustaining engineering services that maximize ongoing energy savings, system performance, and occupant comfort.
- Direct Customer Support teams that monitor customer systems, ensure AI continues to optimize performance, and respond to events to maintain occupant comfort and operational continuity.
- Partner with Sales and Deployment teams to support successful customer onboarding, implementation, and adoption.
- Own post-deployment engagement, including executive business reviews, success planning, renewals, and expansion opportunities.
- Ensure a consistent, high-quality customer experience across regions and throughout the full customer lifecycle.
- Serve as the voice of the customer across Product, Engineering, Operations, and Commercial teams.
- Translate customer insights into strategic recommendations that improve product performance, service delivery, and customer outcomes.
- Support customer advocacy initiatives, including references, case studies, and long-term relationship development.
Benefits
- Health insurance
- Holistic wellness programs
- Family building benefits include fertility coverage and adoption/surrogacy assistance.
- 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
- 15 vacation days
- 9 paid holidays
- 3 floating holidays
- Sick leave
- Additional options to support volunteer and parental leave.
- Educational and training opportunities through company programs
- Tuition assistance
- Student debt support
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
