Director, Customer Success

San Francisco · Remotefull timeRemote

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senior

$180k–$250k

H1B: no

Neara Director, Customer Success at Neara manages a strategic portfolio of electric utilities in the US, leading a team of Customer Value Architects and Forward Deployed Engineers. The role involves overseeing multi-year enterprise software engagements and acting as a trusted advisor to utility executives to embed Neara’s solutions into operational workflows.

Responsibilities

Own end-to-end program delivery and long-term account success across a portfolio of enterprise electric utility customers, serving as the executive escalation point and trusted advisor.
Lead, coach, and support a high-performing team of 4-5 direct reports (Customer Value Architects and Forward Deployed Engineers), driving delivery excellence, professional development, and resource allocation across your accounts.
Partner with utility leaders to define ROI frameworks, map new digital twin workflows to their existing processes, and ensure widespread software adoption across complex customer organizations.
Oversee the execution of complex technical workstreams, including data integration, custom scripting, and platform configuration, ensuring projects remain on schedule, within scope, and aligned with client strategic goals.
Work closely with Neara’s Sales, Product, and Engineering teams to feed customer insights back into our product roadmap, mitigate implementation risks, and identify commercial expansion opportunities.
Establish effective project governance frameworks and maintain structured communication cadences with utility executives, project sponsors, and steering committees.

Qualification

A background in EngineeringDemonstrated ability to manage

Required

Proven experience as a consulting leader (Manager, Director, or equivalent) within a global management or technology firm, or equivalent leadership experience in technical customer success, professional services, or complex project delivery.
Track record of successfully leading multi-year, large-scale enterprise software deployments and complex digital transformation initiatives.
A background in Engineering, Computer Science, or a quantitative field. Practical familiarity with tools like Python or SQL is a strong plus, enabling you to effectively guide technical teams and work with complex software.
Prior experience working directly with electric utilities, energy companies, or large-scale physical infrastructure assets is ideal.
Demonstrated ability to manage, mentor, and elevate technical individual contributors (engineers, solutions architects, consultants) in customer-facing environments.
Exceptional communication skills with a track record of building consensus, navigating internal teams, and managing relationships across complex utility organizational structures.