Director/Senior Director, Customer Success

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🕒 May 12

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Roebling

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

SaaS • Artificial Intelligence • B2B

Roebling is an AI-native SaaS platform for industrial process simulation and techno-economic analysis that helps R&D teams and process engineers rapidly design processes, estimate CapEx/Opex, and run financial and sensitivity analyses. It provides a block-based flowsheet environment with mass and energy balances, integrated equipment sizing, cost models, and scenario/sensitivity tools so teams can evaluate feasibility and make data-driven decisions faster than traditional siloed workflows. Roebling is used by teams working on biomanufacturing, chemicals, critical minerals, energy and other process-intensive projects to accelerate early-stage project planning.

📋 Description

• Own onboarding and time-to-first-value for every Roebling customer, partnering with Process Engineering on the technical build-out and with Sales / Solutions Engineering on the deal-to-delivery handoff • Run the post-sale relationship for every customer — sit in on working sessions, drive adoption of the platform across the customer's team, and identify and unblock the things keeping them from getting full value • Turn each deployment into a working playbook: what works, what doesn't, what reusable assets we need, what the next deployment can lean on • Build the early version of customer health — a clear-eyed, low-overhead view of which accounts are getting value, which aren't, and what we need to do about it • Surface expansion signal: spot when a pilot is ready to scale or when an adjacent team, plant, or geography is showing pull, and hand it cleanly to Sales • Be the voice of the customer back into Product and Engineering — structured, prioritized, evidence-based feedback that shapes the roadmap based on what real customers are doing on real projects • Run executive-level cadence with our customers: working reviews, periodic check-ins, and exec alignment when the relationship calls for it • Travel meaningfully to customer sites — at this stage, deployment depth comes from being in the room

🎯 Requirements

• 5–10+ years in customer success, implementation, technical account management, deployment strategy, professional services, or forward-deployed engineering at a B2B SaaS company selling complex, technical products to sophisticated buyers • Demonstrated track record running technical deployments end-to-end — kickoff through go-live and into adoption — with measurable, customer-observed outcomes • Comfort engaging senior technical and executive stakeholders (VPs of Engineering, Heads of Project Development, Plant Managers, Directors of Operations, COOs, CFOs) as a credible peer • Hands-on technical fluency: you can sit down inside a complex software product alongside a customer or one of our engineers and keep up. We don't need you to write code, but we do need you to debug a workflow, pressure-test a model, and translate fluently between engineering and the customer • Player-coach orientation in the truest sense: you will be on every account this year. Team and tooling come later • High comfort with ambiguity. There is no playbook • Strong written and verbal communication — able to write a tight kickoff plan, a clear health summary, and a useful internal post-mortem • Authorization to work in the United States

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage • Daily lunch allowance • Coworking space (NYC, Boston, SF Bay Area) • Competitive compensation packages, including equity • Flexible PTO • 401(k) • Team offsites