Director of Customer Success

Resource Innovations•San Francisco, CA

2d•$150,000 - $180,000

About The Position

Resource Innovations is seeking a Director of Customer Success to build and lead Resource Innovations’ Customer Success function end-to-end, ensuring our utility, public sector, and commercial clients achieve measurable value from RI’s consulting, advisory, and software solutions. This role will establish scalable customer success practices that deepen long-term partnerships, drive retention, and support RI’s mission to accelerate clean energy and decarbonization outcomes. Key responsibilities include institutionalizing strategic account planning across RI’s client portfolio; operationalizing a robust Voice of Customer (VoC) program to capture, analyze, and act on client feedback; and owning RI’s Customer Advisory Council to collaboratively shape product and service strategy alongside our clients. The Director will work cross-functionally with delivery, product, sales, and executive leadership to optimize value realization across both project-based engagements and recurring software customers, ensuring consistent, high-impact client experiences throughout the customer lifecycle.

Requirements

8–12+ years leading B2B Customer Success / Client Services with material exposure to professional services/consulting and complex software (enterprise/B2B).
Demonstrated success building or scaling account planning programs and VoC/CSAT/NPS at the enterprise level, including close‑the‑loop execution.
Proven experience engaging executive client sponsors and running advisory councils/boards with tangible business outcomes.
Data‑driven operator: builds health models, reads signal from noisy data, turns insight into action.
Strong cross‑functional leadership partnering with Sales, Advisory/Consulting, Delivery/Operations, Product/Technology, and Marketing.

Nice To Haves

Energy/utility sector experience (DSM, grid/transmission, customer programs, or adjacent).
Standing up tooling and analytics for CS at scale (CRM, BI, CS platforms).
Executive facilitation credentials (e.g., running customer councils, executive roundtables).

Responsibilities

Account Planning (Governance & Routines)
Voice of Customer & Client Satisfaction (Program Owner)
Customer Advisory Council (CAC) (Strategy & Orchestration)
Outcomes, Health, and Growth
Team Leadership & Operating System
How this role partners across RI

Benefits

Resource Innovations offers competitive salaries based on a candidate's skills, experience and qualifications for the position.
The compensation range for the base salary for this position is $150,000-180,000.
In addition to base pay, employees are eligible for a discretionary annual bonus.
We also offer a comprehensive benefits package that includes three weeks of paid vacation per year; paid holidays; a 401(k)-retirement plan with employer matching; health, dental and vision insurance; and other supplemental benefits.

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