Director of Customer Success

Resource Innovations•Phoenix, AZ

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)
Build out RI’s account planning framework (coverage, cadence, and templates) across strategic accounts, integrating commercial, delivery, and product roadmaps.
Lead quarterly Account Business Reviews and mid‑year plan refreshes; ensure risks, expansions, and executive asks are clearly surfaced and actioned.
Build executive‑level visibility with dashboards (health, adoption, outcomes, pipeline signal) and crisp readouts for business line leaders.
Voice of Customer & Client Satisfaction (Program Owner)
Own RI’s VoC program—methods (qualitative interviews + structured surveys), timing, analysis, and close‑loop actions—so feedback turns into measurable improvements. Internal materials already outline objectives for cadence, reporting, and pulse checks you will formalize and scale.
Establish CSAT/NPS (or equivalent) targets per segment and translate insights into delivery, product, and process enhancements; track remediation completion and impact over time.
Publish an executive VoC narrative each quarter with themes, wins, and prioritized fixes (with owners and dates).
Customer Advisory Council (CAC) (Strategy & Orchestration)
Own RI’s Customer Advisory Council end‑to‑end: membership strategy, content agenda, facilitation, and post‑meeting action plans—partnering with Advisory, Product/Technology, Delivery, and Marketing. Existing agendas and structure notes provide a strong starting point to formalize cadence and outcomes.
Convert CAC discussions into tangible roadmaps (offerings, delivery improvements, co‑innovation pilots) and public‑facing success stories (with approvals).
Outcomes, Health, and Growth
Define the Customer Health model that blends success metrics across services and software (business outcomes, adoption/usage where applicable, program KPIs, relationship strength, financials).
Build renewal/expansion risk discipline with playbooks (early warning, recovery, executive engagement), and partner with Sales/Advisory on expansion strategy rooted in demonstrated outcomes.
Create closed‑loop connections with Delivery/Operations so operational excellence improvements map directly to customer‑perceived value. (Supports the enterprise priority to “Elevate Customer Success.”)
Team Leadership & Operating System
Develop a plan to build out a scalable team and hire, coach, and lead a small but senior Customer Success team in partnership with our operations and delivery partners (regional coverage + strategic programs).
Stand up the operating rhythm: weekly pipeline/health reviews, monthly account plan checkpoints, quarterly VoC/CAC synthesis, and executive readouts
Lead development and execution of the RI annual customer success summit in partnership with the Executive Team.
Define tooling requirements and standards (CRM and CS tooling), working with RevOps/IT for data pipelines, dashboards, and governance.
How this role partners across RI
Advisory/Consulting & Delivery: Align on outcomes, operational improvements, and storylines for QBRs/CAC.
Product/Technology: Channel VoC and CAC insights into product and data roadmaps; validate value realization with customers.
Sales/Marketing: Coordinate expansion plays, customer references, and thought leadership from CAC outputs.

Benefits

Resource Innovations offers competitive salaries based on a candidate's skills, experience and qualifications for the position.
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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