Sr Director of Customer Success

Trane Italia•Wellesley, MA

1d•Remote

About The Position

As a world leader in creating comfortable, sustainable, and efficient climate solutions, Trane Technologies emphasizes putting the planet first, with sustainability being integral to their business. Nuvolo, a business within Trane Technologies, is a global leader in modern, cloud-based Connected Workplace solutions built on ServiceNow. Nuvolo's platform manages people, physical locations, assets, and work, enabling data sharing across departments in industries like healthcare, life sciences, financial services, retail, government, higher education, and enterprise. The company offers generous compensation, excellent benefits, and a passionate team. As Nuvolo's Head of Customer Success, this role involves leading the Global Customer Success team to achieve world-class service delivery, maximize client retention and expansion opportunities, and build a high-performing team. The position also entails growing and mentoring Customer Success team members across multiple tiers, focusing on increasing engagement, advocacy, and references within the customer base. Additionally, the role oversees key executive relationships with strategic customers to ensure maximum value and adoption of the Nuvolo platform.

Requirements

10+ years’ experience in a Customer Success Leadership position, handling highly complex issues
Strong leader with a track record of building and growing high performing teams
Outstanding communication skills at the C-Level: Both Written and Verbal Communications
Deep experience leading and responding to complex critical incidents
Demonstrated ability to manage multiple initiatives at one time
Technical knowledge of complex systems
Previous experience directing and maximizing the benefits of collaborating with global teams
Excel in problem solving and have strong analytical skills, leverage data to drive decisions, and continuous improvement
Strong collaborator, communicator and work well cross-functionally
Strong organizational skills and pursue measuring the impact of you and your team’s performance
Identifies and Resolves Conflict Effectively
Builds Strong Teams
Influences Without Authority and Manages Stakeholders Effectively
Communicates Powerfully and Prolifically and Presents Ideas Effectively

Responsibilities

Own customer retention, Net Revenue Retention (NRR), and expansion goals across the customer base, in collaboration with sales and Go-To-Market strategy
Drive account growth outcomes: influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores, reduce churn and drive new business growth through greater advocacy and reference ability
Develop and execute a scalable customer success strategy that ensures customers realize maximum value
Drive a proactive customer engagement model that improves adoption, reduces churn, and increases expansion opportunities
Drive value for Nuvolo’s customers, ensuring they have the right products, services, and tools to accomplish their goals
Execute an industry-leading customer health scoring framework to predict risks and opportunities
Serve as a key leader for all post-sales escalations, in collaboration with the Head of Customer Experience, in order to ensure customer needs are appropriately prioritized
Build, scale, and mentor a world-class Customer Success team, including Customer Success Managers and Partner Success Managers
Define career paths and develop talent through training, coaching, and performance management
Foster a customer-first culture that aligns with key business objectives
Optimize the customer journey from onboarding to renewal and expansion
Build cross-functional relationships within Nuvolo to create a unified customer experience
Evolve current customer routines, including Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), in order to achieve maximum engagement and value for high-value customers
Identify and develop key customer advocates, collaborating with the Marketing organization to generate case studies, referrals, and success stories that maximize Nuvolo’s brand in the industry
Partner with Sales to ensure smooth customer handoffs occur, and there is optimal alignment on expansion strategies
Work closely with Product & Innovation leaders to deliver actionable customer insights that help influence the roadmap
Collaborate with marketing to drive customer engagement, content strategy, and advocacy programs
Align with Support and Professional Services to ensure a seamless post-sales experience
Work with other department leaders and teams to coordinate Path to Green efforts and ongoing delivery, support and operations
Mature the Customer Success playbook and account development strategy and provide senior management sponsorship to selected accounts
Evolve metrics and KPIs that showcase growth opportunities and engagement success
Own the narrative on customer success metrics, ensuring accurate forecasting of retention and expansion
Leverage Customer Success technology (e.g. Gainsight, Salesforce, etc.) to automate and scale engagement with customers and to optimize internal use
Continuously refine CSM playbooks, workflows, and reporting for efficiency and effectiveness