Director of Project Success

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Director of Project Success based in the United States.** The Director of Project Success will lead the customer experience across the full project lifecycle, from post-contracting and project development through deployment and ongoing operations. This hands-on leadership role is central to ensuring successful project delivery, strong customer relationships, and long-term satisfaction as innovative energy solutions scale. You will work at the intersection of customer success, engineering, product, and operations, translating technical information into clear communication and actionable outcomes. By coordinating cross-functional teams, resolving issues, and monitoring system performance, you will help customers maintain confidence throughout their projects. You will also develop scalable onboarding, account management, and customer success processes to support organizational growth. This is an opportunity to contribute to the expansion of reliable, affordable, and lower-emissions energy infrastructure in a collaborative, fast-evolving environment. ### Accountabilities - Customer relationship management: Serve as the primary point of contact for customers after contracting, throughout project development, deployment, and ongoing operations. Build trusted relationships that strengthen customer satisfaction, confidence, and retention. - Cross-functional leadership: Coordinate with Engineering, Product, Operations, Policy, Sales, and Field Service teams to align priorities, address customer needs, and ensure successful project outcomes. - Issue management and resolution: Lead customer communications during issue identification, escalation, and resolution. Ensure concerns are acknowledged, communicated clearly, and followed through to closure. - Technical communication: Translate technical findings, system performance information, and resolution timelines into clear, accurate, professional updates that customers can understand and act upon. - Internal escalation and coordination: Escalate technical and operational issues with the appropriate urgency and context, bringing together the relevant teams to accelerate resolution and maintain accountability. - Performance monitoring and reporting: Establish consistent reporting on account health, system performance, and key operational metrics, providing customers and internal stakeholders with clear visibility into project progress and outcomes. - Customer success strategy: Build, implement, and continuously improve onboarding, account management, and customer success processes to deliver a consistent, high-quality customer experience. - Function development: Directly manage key customer accounts while establishing scalable practices, workflows, and processes that support the long-term growth of the customer success function. - Continuous improvement: Identify recurring customer concerns, operational challenges, and opportunities to improve coordination between customer-facing teams and technical functions. ## Requirements - At least 10 years of experience in Customer Success, Account Management, Technical Program Management, or a comparable role. - Demonstrated experience managing complex, technical business-to-business (B2B) customer relationships. - Proven ability to lead cross-functional initiatives and collaborate effectively with Engineering, Product, Operations, and other stakeholder groups. - Excellent written and verbal communication skills, including the ability to explain complex technical concepts, performance data, and resolution plans to nontechnical audiences. - Strong relationship-building, stakeholder management, problem-solving, and issue-escalation skills. - Ability to manage multiple priorities, maintain visibility across open issues, and drive accountability through resolution. - Analytical capabilities, with the ability to interpret technical and operational data and communicate meaningful insights. - A bachelor's degree in Engineering, Business, or a related field. Preferred qualifications: - Experience in power generation, distributed energy, industrial equipment, infrastructure, or related sectors. - Experience supporting customers after deployment in operational or field-based environments. - Familiarity with technical systems, performance monitoring, operational reporting, and complex project delivery. - Experience creating and scaling customer success processes, account management frameworks, and customer onboarding practices. - Ability to thrive in a growing organization where responsibilities may evolve and close collaboration across functions is essential. ## Benefits - Competitive base salary: $188,000–$230,000 annually, with compensation adjusted according to local market conditions, employee location, relevant experience, education, and skills. - Equity opportunity: Pre-IPO company equity through Restricted Stock Units (RSUs), subject to applicable plan terms. - Benefits package: Employee benefits are offered; specific healthcare, retirement, paid leave, and other benefit details are not itemized in the source posting and should be confirmed during the hiring process. - Flexible work arrangement: The source posting describes a hybrid position, offering a combination of remote work and in-person collaboration. The precise onsite schedule should be confirmed with the hiring team. - Professional growth: An opportunity to build and scale a customer success function while working across technical, commercial, and operational teams. - Meaningful mission: Contribute to the development and deployment of reliable, affordable, lower-emissions energy solutions. - Collaborative culture: Work in an environment that emphasizes proactive collaboration, practical optimism, continuous improvement, and a shared commitment to quality. - Inclusive opportunities: Candidates are encouraged to apply even if they do not meet every listed qualification, as responsibilities may be adjusted to accommodate the right candidate's experience and strengths.