Director/Senior Director, Customer Success

Roebling

16h•$160,000 - $220,000•Remote

About The Position

As the Director/Senior Director, Customer Success at Roebling, you will be our first dedicated post-sale hire — focused on getting customers up and running on the platform and helping ensure they get the most value from the platform. You'll own the deployment-and-adoption arc end-to-end: from the moment a deal is signed, through onboarding, model build-out, the first wave of customer-observed value, and into ongoing usage. Your job is to make sure the work our customers do inside Roebling translates into real, observable value for their business, and to surface the signals that tell Sales and Product where the account can grow. You’ll be responsible for understanding their business needs and helping scope the data and resources they’ll need to achieve success. This role reports to Crystal Bleecher, our SVP of Engineering. We've placed Customer Success under engineering deliberately. Roebling is a deeply technical product, our customers are sophisticated industrial buyers running multi-hundred million or billion dollar capital decisions on the back of work they do inside Roebling, and the difference between a successful deployment and a stalled one usually comes down to engineering credibility and process depth. You will partner closely with the Process Engineering team on the technical side of every deployment, with our Sales and Solutions Engineering teams on the deal-to-delivery handoff and on expansion signal, and with Product and Engineering on translating what you see in the field into roadmap. This is intentionally a narrower role than a traditional first CS leader hire. You are not building a renewal engine, designing a support function, selecting a CS tech stack, or hiring a CS team this year. You are responsible for deployment and adoption — that is the scope, and at this stage it is more than enough. Renewal economics, support tooling, and team build are owned elsewhere or will be staffed separately as we scale. You will, however, be the most senior post-sale voice in any room a customer sits in, and we expect you to be hands-on with every account. We are early-commercial. We have customers, we have revenue, and we have signed enterprise pilots that will move (or not) into broader deployments based on the work this role does. There is no playbook to inherit; you will build the deployment motion deal by deal, capture what works, and turn it into something repeatable as the customer count grows. The ideal candidate has been hands-on with customers in a deeply technical software environment — process simulation, industrial AI, capital projects, engineering tools, asset performance, or similar — and is fluent enough in process engineering, capital project economics, or the relevant industrial domain to hold their own across the table from a VP of Engineering or Director of Project Development. You're equally comfortable opening a process model with one of our engineers, sitting through a kickoff with a Fortune 500 COO, and writing a one-pager on what we learned from a deployment.

Requirements

5–10+ years in customer success, implementation, technical account management, deployment strategy, professional services, or forward-deployed engineering at a B2B SaaS company selling complex, technical products to sophisticated buyers
Demonstrated track record running technical deployments end-to-end — kickoff through go-live and into adoption — with measurable, customer-observed outcomes
Comfort engaging senior technical and executive stakeholders (VPs of Engineering, Heads of Project Development, Plant Managers, Directors of Operations, COOs, CFOs) as a credible peer
Hands-on technical fluency: you can sit down inside a complex software product alongside a customer or one of our engineers and keep up. We don't need you to write code, but we do need you to debug a workflow, pressure-test a model, and translate fluently between engineering and the customer
Player-coach orientation in the truest sense: you will be on every account this year. Team and tooling come later
High comfort with ambiguity. There is no playbook
Strong written and verbal communication — able to write a tight kickoff plan, a clear health summary, and a useful internal post-mortem
Authorization to work in the United States

Nice To Haves

Domain exposure to chemical engineering, metallurgy, biomanufacturing, energy, mining, AEC, capital projects, manufacturing, or adjacent process-heavy industries — either as your background, or through years selling/serving into those industries
Engineering or science degree — BS or MS in chemical, mechanical, or industrial engineering (or related)
Familiarity with techno-economic modeling, process simulation tools (e.g., Aspen, SuperPro, AVEVA), CAD, asset performance management, or similar industrial software
Experience as the first or one of the first CS / implementation / forward-deployed engineering hires at an early-stage technical B2B SaaS company
Prior startup or high-growth company experience — comfort building process from scratch and operating with limited infrastructure
Experience supporting government-facing or grant-funded engagements (DOE, DOD, FAR/DFARS)

Responsibilities

Own onboarding and time-to-first-value for every Roebling customer, partnering with Process Engineering on the technical build-out and with Sales / Solutions Engineering on the deal-to-delivery handoff
Run the post-sale relationship for every customer — sit in on working sessions, drive adoption of the platform across the customer's team, and identify and unblock the things keeping them from getting full value
Turn each deployment into a working playbook: what works, what doesn't, what reusable assets we need, what the next deployment can lean on
Build the early version of customer health — a clear-eyed, low-overhead view of which accounts are getting value, which aren't, and what we need to do about it
Surface expansion signal: spot when a pilot is ready to scale or when an adjacent team, plant, or geography is showing pull, and hand it cleanly to Sales
Be the voice of the customer back into Product and Engineering — structured, prioritized, evidence-based feedback that shapes the roadmap based on what real customers are doing on real projects
Run executive-level cadence with our customers: working reviews, periodic check-ins, and exec alignment when the relationship calls for it
Travel meaningfully to customer sites — at this stage, deployment depth comes from being in the room