Customer Success Leader
About The Position
As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, Trane Technologies is committed to putting the planet first. Their businesses, including Trane® and Thermo King, focus on sustainability as their core business. The company is seeking individuals who want to contribute to making a better future and boldly challenge what's possible for a sustainable world. The digital solutions team is developing next-generation climate technology focused on reducing demand-side energy consumption and emissions. This team combines technical expertise with advanced analytics to create data-driven solutions that add value for customers, communities, and the planet. 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. This role 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. The 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 with generous incentives
- 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
