Director of Customer Success

🔥 8 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $130k - $150k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Raptor Maps

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

📦 Logistics

🏭 Manufacturing

💰 $22M Series B on 2022-05

Consulting • Logistics • Manufacturing

Raptor Maps is a company that provides software and robotic solutions to optimize the performance, inspection, and operations of utility-scale solar assets. Its platform creates map-based digital twins that aggregate aerial, ground, sensor, and equipment data to deliver visual analytics, defect detection, root-cause analysis, and automated workflows. Raptor Maps also offers autonomous drone missions and a mobile app for field technicians to automate inspections, verify construction and remediation, and reduce risks, costs, and downtime for IPPs, utilities, O&Ms, and EPCs.

📋 Description

• Lead and develop the Customer Success team, setting clear performance expectations and coaching to outcomes • Develop and maintain playbooks, SOPs, and team-facing materials to enable consistent Customer Success operations at scale • Own Gross Revenue Retention, assign accounts across the Customer Success team, and strategically manage high-value customer relationships and renewals • Serve as a senior escalation point for complex customer situations and resolve issues while protecting long-term relationships • Travel as needed to support renewals and account management • Represent Customer Success in leadership discussions, including potential interactions with Board of Directors members • Provide perspective on retention risk, expansion opportunities, and product-market fit • Monitor and report on Customer Success KPIs including GRR, expansion ARR, and customer health • Partner with Sales on expansion opportunities and upsell motions within existing accounts • Synthesize customer feedback and provide structured, actionable insights for Operations prioritization and Product roadmap discussions

🎯 Requirements

• 8+ years of experience in Customer Success or enterprise account leadership • 5+ years of experience leading a Customer Success team in a B2B mixed Software and Services environment • Outstanding executive relationship management skills • Proven track record owning and hitting retention and expansion revenue targets • Strong ability to coach and develop individual contributors, including establishing feedback rhythms and performance accountability • Experience using CRM and Customer Success tooling to manage customer health and team pipeline • Ability to translate complex customer feedback into clear, prioritized product and operational recommendations • Willingness to travel in service of renewals and account management, up to 50% of the time • Must be authorized to work in the United States • Preferred: Background in renewable energy, especially solar • Preferred: Prior Customer Success experience at a hardware-enabled software solutions company • Preferred: Familiarity with credit-based or consumption-driven commercial models • Preferred: Background building Customer Success playbooks or SOPs from scratch in a growth-stage company

🏖️ Benefits

• Variable bonus eligibility • Remote work option • Flexible location option in Boston, MA or remote in the United States