Director, Customer Service

Runwise is seeking a Director of Customer Success to lead the team responsible for proactively managing building performance and ensuring customers achieve long-term success with the Runwise platform.

This is a leadership role responsible for scaling the Customer Success organization as Runwise continues to expand across new markets and thousands of buildings.

As Director of Customer Success, you will manage the team responsible for proactively monitoring building performance, optimizing system settings, and ensuring customers achieve measurable energy savings.

You will oversee Customer Success Managers responsible for large portfolios of buildings and work closely with Customer Support, Field Operations, and Engineering to ensure issues are resolved quickly and systems operate efficiently.

This role requires someone who understands how to scale customer success operations in a hardware + software environment and can build processes, metrics, and playbooks that support continued growth.

• Manage and develop a team of Customer Success Managers
• Establish portfolio management frameworks and performance standards
• Build clear processes for proactive customer engagement

• Ensure buildings are operating efficiently and delivering expected energy savings
• Identify system optimization opportunities across customer portfolios
• Develop monitoring and reporting frameworks for building performance

• Build strong relationships with property owners, operators, and asset managers
• Serve as the primary strategic technical partner for large customer portfolios
• Identify opportunities to expand Runwise deployments across existing portfolios

• Develop playbooks and processes for managing large building portfolios
• Implement software as needed to help the team reach scale
• Improve reporting, monitoring, and performance tracking systems
• Collaborate with Customer Support and Field Service to resolve operational issues

• Based in the New York City area
• Experienced in scaling Customer Success organizations in high-growth environments
• Highly operational and comfortable working with technical systems
• Strong relationship builder with excellent communication skills
• Able to manage complex portfolios and prioritize across many customers

• 7+ years of Customer Success or account management experience
• Experience scaling a success team from managing $20M ARR to $75M+ ARR
• Experience in a hardware + software or IoT company preferred
• Experience managing teams and scaling customer success operations
• Strong analytical and operational skills
• Bachelor’s degree preferred but not required

Salary: $150,000-$180,000 annually (Based on experience)

• No job is too small.
• Sincerity builds trust.
• Setbacks fuel progress.
• Efficiency is vital.

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company-paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

This is an excellent opportunity to join a fast-growing company and create a career path beyond this initial role. You will be surrounded by talented people where you will learn about real estate and software/managed services sales at a very fast growing tech company, whilst having  a tangible impact on reducing carbon emissions across the country.