Director, Customer Service

Runwise•New York, NY

2d•$150,000 - $180,000•Hybrid

About The Position

Runwise is seeking a Director of Customer Success to lead the team responsible for proactively managing building performance and ensuring customers achieve long-term success with the Runwise platform. This is a leadership role responsible for scaling the Customer Success organization as Runwise continues to expand across new markets and thousands of buildings. THE ROLE As Director of Customer Success, you will manage the team responsible for proactively monitoring building performance, optimizing system settings, and ensuring customers achieve measurable energy savings. You will oversee Customer Success Managers responsible for large portfolios of buildings and work closely with Customer Support, Field Operations, and Engineering to ensure issues are resolved quickly and systems operate efficiently. This role requires someone who understands how to scale customer success operations in a hardware + software environment and can build processes, metrics, and playbooks that support continued growth.

Requirements

7+ years of Customer Success or account management experience
Experience scaling a success team from managing $20M ARR to $75M+ ARR
Experience managing teams and scaling customer success operations
Strong analytical and operational skills
Based in the New York City area
Experienced in scaling Customer Success organizations in high-growth environments
Highly operational and comfortable working with technical systems
Strong relationship builder with excellent communication skills
Able to manage complex portfolios and prioritize across many customers

Nice To Haves

Experience in a hardware + software or IoT company preferred
Bachelor’s degree preferred but not required

Responsibilities

Manage and develop a team of Customer Success Managers
Establish portfolio management frameworks and performance standards
Build clear processes for proactive customer engagement
Ensure buildings are operating efficiently and delivering expected energy savings
Identify system optimization opportunities across customer portfolios
Develop monitoring and reporting frameworks for building performance
Build strong relationships with property owners, operators, and asset managers
Serve as the primary strategic technical partner for large customer portfolios
Identify opportunities to expand Runwise deployments across existing portfolios
Develop playbooks and processes for managing large building portfolios
Implement software as needed to help the team reach scale
Improve reporting, monitoring, and performance tracking systems
Collaborate with Customer Support and Field Service to resolve operational issues