Customer Success Technical Lead - Remote
About The Position
BrainBox AI, part of Trane Technologies, is seeking a Customer Success Tech Lead to serve as a trusted technical advisor and strategic partner for customers using AI-driven HVAC optimization solutions. This role is responsible for understanding what matters most to customers, translating business and operational goals into actionable outcomes, and applying deep expertise in HVAC systems, controls, AI, and SaaS solutions to ensure customers achieve measurable success. The ideal candidate brings extensive experience in HVAC controls, a strong background in applying AI and SaaS technologies to building performance, and a passion for delivering value through customer engagement. By driving customer adoption, performance outcomes, and long-term satisfaction, this leader will help support recurring and growing revenue while expanding positive sustainability impact.
Requirements
- Bachelor’s degree in Engineering or a related technical field.
- 15+ years of experience in HVAC controls, building automation systems, or related building performance technologies.
- 5+ years of experience applying AI and SaaS solutions to optimize HVAC performance and building operations.
- Demonstrated experience working directly with customers in technical, consultative, or customer success-oriented roles.
- Strong expertise in HVAC systems, controls sequences, building automation, and operational optimization.
- Proven ability to align technical solutions with customer business goals and success outcomes.
- Strong communication and relationship-building skills with the ability to influence stakeholders across multiple levels of an organization.
- Ability to analyze complex building performance challenges and develop practical, customer-centered solutions.
Nice To Haves
- Experience supporting enterprise or multi-site customer portfolios.
- Familiarity with energy management, decarbonization, and sustainability initiatives in commercial buildings.
- Experience in SaaS customer success, technical account management, solution consulting, or post-sales technical leadership.
- Knowledge of fault detection, predictive analytics, optimization strategies, or autonomous building technologies.
- Experience working in cross-functional environments within fast-growing technology or climate-tech organizations.
Responsibilities
- Partner directly with customers to understand their goals, priorities, operational challenges, and success metrics.
- Act as the lead technical advisor for customer success engagements involving HVAC optimization, controls strategies, AI-enabled building performance, and SaaS platforms.
- Translate customer needs into technical and operational plans that drive measurable outcomes, including energy efficiency, occupant comfort, system performance, and emissions reduction.
- Guide customers in the effective use of BrainBox AI solutions to maximize value realization and long-term adoption.
- Apply deep HVAC and controls expertise to identify performance opportunities, diagnose issues, and recommend improvements across building systems.
- Use knowledge of AI and SaaS applications to support solution configuration, optimization strategies, and customer enablement.
- Collaborate cross-functionally with sales, product, engineering, implementation, and customer success teams to ensure seamless customer experiences and successful outcomes.
- Support retention and growth by strengthening customer trust, expanding solution value, and identifying opportunities for recurring and increased revenue.
- Help customers connect operational improvements with broader business objectives, including sustainability, carbon reduction, and energy management goals.
- Serve as a technical escalation point and thought partner for complex customer environments and high-value accounts.
- Capture customer feedback and field insights to help inform product improvements, service strategies, and go-to-market priorities.
- Communicate technical concepts clearly to both technical and non-technical stakeholders, including building operators, engineers, facilities leaders, and executive sponsors.
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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
