Senior Director of Customer Experience
About The Position
About Gridware Gridware is a San Francisco-based technology company dedicated to protecting and enhancing the electrical grid. We pioneered a groundbreaking new class of grid management called active grid response (AGR), focused on monitoring the electrical, physical, and environmental aspects of the grid that affect reliability and safety. Gridware’s advanced Active Grid Response platform uses high-precision sensors to detect potential issues early, enabling proactive maintenance and fault mitigation. This comprehensive approach helps improve safety, reduce outages, and ensure the grid operates efficiently. The company is backed by climate-tech and Silicon Valley investors. For more information, please visit www.Gridware.io . Role Description As the Sr. Director of Customer Experience, you will build, lead, and scale a cross-functional CX organization that spans Customer Success, Go-To-Market (GTM) Product, and Sales Engineering. Your mission: ensure that every customer — from pilot onboarding through commercialization and long-term growth — receives industry-leading support and value.
Requirements
- 10+ years leading customer-facing operations; 5+ in senior leadership.
- Experience working with utilities.
- Experience building cross-functional CX teams in a high-growth software or hardware business.
- Track record of ensuring customer retention and growth in a B2B environment.
- Strong operational process design skills.
- Excellent leadership, communication, and collaboration abilities.
- Data-driven mindset with KPI ownership.
- Deep commitment to customer advocacy
Nice To Haves
- Technical background (engineering or product).
- GTM or customer-facing product management experience.
Responsibilities
- Lead the Customer Success, GTM Product, and Sales Engineering teams.
- Mentor and develop a high-performance CX leadership bench.
- Design and operationalize cross-functional end-to-end processes for onboarding, deployment, pilot execution, expansion, and ongoing engagement.
- Partner with Engineering, Field Operations, and other GTM teams to surface customer feedback, ideate resolutions, and implement remediations.
- Define, track, and optimize lifecycle metrics.
- Build scalable support frameworks and documentation.
- Serve as a customer advocate internally
Benefits
- Health, Dental & Vision (Gold and Platinum with some providers plans fully covered)
- Paid parental leave
- Alternating day off (every other Monday)
- “Off the Grid”, a two week per year paid break for all employees.
- Commuter allowance
- Company-paid training
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
51-100 employees
