Director of Customer Success and Implementation

PADO•Frederick, MD

7d•Remote

About The Position

PADO AI Orchestration, Inc., a groundbreaking new venture backed by LG NOVA, is revolutionizing energy management for the modern data center. Pado is led by a team of serial and tech entrepreneurs, with over 60+ years of experience in the energy and AI space. We leverage proprietary AI and ML to empower data centers to optimize power consumption, enhance resilience, and significantly improve operational efficiency. As the demand for AI-driven compute power escalates, data centers face unprecedented energy challenges. PADO offers the intelligent orchestration needed to navigate this complex landscape. PADO is backed by LG NOVA, the Silicon Valley-based North American innovation division of LG Electronics. PADO is searching for a strategic and technical Director of Customer Success and Implementation to act as the bridge between business goals and project execution. You will be responsible for the transition from Closed-Won to Live and Scaling. You will oversee the strategy and execution for the onboarding, technical implementation and overall customer success. At this stage, that means doing the work yourself first which includes coordinating directly with customer teams, engineering, and data science and then systematizing what you learn so the function can scale. You're not inheriting a playbook for standard ops, you are the owner and writer of the playbook.

Requirements

7-10 years as a Technical Program Manager in data center infrastructure, cloud platforms, AI/ML systems, or energy infrastructure.
Strong understanding of physical equipment and mission critical environments.
High level of proficiency with big data, visualization, and machine learning.
Proficiency with tooling including Salesforce, Jira, Claude etc.
Proven track record of taking products and programs from concept to launch using frameworks and Agile practices.
You live in the details of operational KPIs and use data to address client / system pain points to drive product adoption and business decisions.
Exceptional written and verbal skills, with the ability to articulate technical concepts to both engineers and C-suite stakeholders.
A curiosity-driven "builder" mentality with comfort in fast-moving, ambiguous environments.
Proven ability to influence cross-functional teams and diverse stakeholders without direct authority.

Responsibilities

End to End Onboarding and Client Success: Kickoff through data ingestion through launch and operations across all clients including colocation facilities, neoclouds, and enterprise data centers.
Technical Delivery Scoping: Lead technical scoping conversations with customer IT and facilities teams, including data integration requirements (BMS, DCIM, telemetry pipelines)
Delivering & measuring Outcomes: Manage and Measure deployments across on-prem and cloud environments. Define and instrument client KPIs, develop case studies, and grow champions.
Primary Client Contact: Serve as the primary point of contact for customers during implementation translating their operational environment into actionable configuration requirements for our product and engineering teams
Structured Onboarding Process: Define and document intake protocols, project plans, technical integration checklists, and escalation paths.
Execution & Delivery: Ensure that products and features can be delivered with high quality and speed including after initial launch and/or for change orders. Act as the final QA before anything goes to the client. Deliver a white glove service to clients and approach the relationship in a consultative fashion.
Data-Driven Decision Making: Track success metrics (KPIs) such as adoption, revenue, and task success to inform future delivery strategies and product features.
Manage Customer Support: Track issues, tickets, and resolutions including escalation to engineering and leadership as needed.
Client Sentiment and Product Feedback: to close the feedback loop between onboarding friction, realized client value and the product roadmap.