Director, Customer Success Operations

Job description

Imagine having the power to stress-test an entire power grid against a hurricane or thunderstorm before the clouds even gather. That is the reality we are creating at Neara. We use advanced machine learning to create engineering-grade, physics enabled digital twins of electricity grids across four continents, this helps asset owners understand their biggest challenges and bring the most viable solutions to life across millions of kilometres of infrastructure. By simulating extreme weather and structural stress at a network-wide scale, we empower the world’s largest utilities to pinpoint risks, optimise investments and build a more resilient global energy future. Our team is a collection of brilliant minds who are fanatical about making a tangible difference in the real world, utilising AI and machine learning to accelerate everything from data classification to complex scenario analysis. We have built a special culture where innovation thrives because everyone owns the mission and we need smart, creative people to help us scale this impact to every corner of the globe. Director, Customer Success Operations As Neara scales globally, we are investing in the operational rigor required to maintain excellence across an increasingly complex portfolio of customer engagements. To that end, we are hiring a Director of Customer Success Operations for our US business: a position dedicated to software delivery and project management excellence, internal and customer training, and maintaining the connective tissue between our customer value, solutions and engineering teams. Customer Success Operations is a new team that you will shape and operationalize, owning several critical functions which have to date, either operated in a more disaggregated manner or not existed at all. This is an exciting opportunity to build an important part of the Neara engine, with scope to influence global operations strategy as a senior member of the team in our largest market. What You Will Do: - Build out and operationalize the Operations function in the US, taking it from an early-stage foundation through to a mature operating model that scales with Neara's growth. - Define and embed project management and customer engagement best practices across the Customer Success team, including targeted coaching for priority projects. - Design and maintain the project tracking & reporting infrastructure that surfaces project status, risks and value delivery to leadership - from team-level rituals to regional and global executive dashboards. - Set standards for how teams are configured for success, including team structure, resource allocation, and contract review processes with Product and Engineering. - Design and maintain Customer Success team onboarding and continuous learning systems. - Track and surface team sustainability signals to leadership, ensuring individual contributor insights cut through management, and that we proactively manage burnout risk. Who You Are: - 5+ years of experience in management consulting (e.g., Project Leader / Manager level) or a leadership role across Customer Success/Professional Services Operations, with deep experience driving complex software implementations, digital transformations, or PMO strategy. - Proven track record leading large-scale digital transformation, enterprise software deployments, or operational change programs, with a deep understanding of governance, risk mitigation, and value realization. - Track record of building or substantially redesigning project management standards, rituals, or PMO functions - not just operating within an existing framework. - Comfortable working at multiple altitudes: defining strategy and methodology one day, sitting alongside a project team to unblock execution the next. - Strong communication skills, with the ability to translate complex project status, risks and trade-offs into clear narratives for senior leadership and customers alike. - Comfortable with data and tooling - able to design and stand up reporting, dashboards and tracking systems, and confident working with project management tools (e.g., Fibery, Jira, Asana or similar). - Experience within infrastructure, and specifically the energy sector, is a plus but not essential. What We Offer: - This is a rare opportunity to establish a brand-new function for Neara. You will define the strategy, operationalize the CS org, and set the standard for how we scale our customer success operations in our largest market. - Based in our New York City office, you will be at the epicenter of our US market, collaborating face-to-face with executive leadership and cross-functional teams. - Work on technology that matters. Our physics-enabled digital twins are actively protecting global energy grids from increasingly common weather events and structural failure, meaning your operational excellence directly translates to a more resilient world. - You will have the strategic autonomy to influence global operations, paired with a collaborative culture where everyone, from engineering to leadership, is accessible and aligned on the same mission. #LI-NT1