VP, Customer Success

Runwise•New York, NY

16h•$200,000 - $230,000•Hybrid

About The Position

Runwise is seeking a VP, Customer Service to lead the strategy and execution of our entire customer experience organization, including Customer Support, Customer Onboarding, and Customer Success. This is a senior leadership role responsible for ensuring customers successfully deploy, operate, and continuously benefit from the Runwise platform as we scale nationally. This role will oversee the full post-sale customer lifecycle - from onboarding new buildings to providing reactive support and proactively optimizing system performance. The VP, Customer Service will partner closely with Field Operations, Product, Engineering, and Sales leadership to deliver a seamless customer experience and build scalable service systems as Runwise continues to grow. THE TEAM Runwise (www.runwise.com) is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems (heating, cooling, water, etc…) in 8000+ buildings throughout the US. Runwise’s unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. As of today, Runwise’s technology takes the equivalent of 100,000 cars worth of carbon emissions off the road each year. Runwise is headquartered in New York City with established markets in Chicago, Boston, and Washington D.C. THE ROLE As VP, Customer Service, you will lead the teams responsible for ensuring Runwise customers receive best-in-class support, seamless onboarding, and proactive system optimization. You will oversee the leaders of Customer Support, Customer Onboarding, and Customer Success, creating a unified customer experience strategy across the organization. This includes building scalable processes, defining operational metrics, and developing high-performing teams capable of supporting thousands of buildings nationwide. This role requires a leader who is both strategic and operational - able to set long-term direction while staying deeply connected to customer outcomes and day-to-day service performance. You will work cross-functionally with Field Service, Engineering, Product, Scheduling, Sales, and Operations to ensure customer systems are installed correctly, supported quickly, and continuously delivering value.

Requirements

7+ years of experience leading customer organizations in SaaS, IoT, or hardware-enabled software companies
Experience managing Customer Support, Implementation/Onboarding, and Customer Success functions
Proven experience scaling customer operations in a high-growth environment
Strong operational and analytical skills with a focus on metrics and performance management
Bachelor’s degree preferred but not required
Based in the New York City area
Experienced leader comfortable managing multiple teams and senior managers
Highly operational with strong systems thinking
Able to translate strategic goals into clear operational execution
Comfortable working in fast-paced, high-growth startup environments
Strong communicator able to work effectively with both technical and non-technical stakeholders

Responsibilities

Lead and manage the Customer Support, Customer Onboarding, and Customer Success teams
Develop leadership talent within each customer-facing function
Create clear ownership across reactive support and proactive customer management
Establish operational structures that support national scaling
Own and improve key customer metrics including CSAT, NPS, onboarding timelines, and retention
Ensure customers realize measurable energy savings and operational improvements
Drive proactive building monitoring and performance optimization
Establish clear escalation and resolution frameworks for complex customer issues
Build scalable service processes to support thousands of buildings across multiple markets
Develop systems for onboarding, support ticketing, customer monitoring, and reporting
Implement automation and operational tooling that increases team efficiency
Partner with Field Service to ensure installations transition smoothly into ongoing support
Work closely with Product and Engineering to translate customer feedback into product improvements
Coordinate with Sales leadership to ensure customer expectations are set and met
Develop customer service playbooks and operational SOPs
Identify opportunities to improve efficiency, responsiveness, and service quality
Use operational data and reporting to drive continuous improvement