Head of Customer Success

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $143.5k - $231.2k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Trane Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

🏭 Manufacturing

⚡ Energy

🤝 B2B

Manufacturing • Energy • B2B

Trane Technologies is a global industrial company that designs, manufactures and services HVAC, refrigeration and building systems and controls, focusing on energy-efficient climate solutions and sustainability. The company supplies commercial and industrial customers with equipment, controls and field services, operates manufacturing and supply-chain operations worldwide, and emphasizes reducing customers' carbon footprint through initiatives such as its 2030 commitments and the Gigaton Challenge.

📋 Description

• Lead Nuvolo’s Global Customer Success team to deliver world-class client service, maximize retention, and identify expansion opportunities • Build, scale, and mentor a high-performing Customer Success team across multiple tiers, including Customer Success Managers and Partner Success Managers • Own customer retention, Net Revenue Retention, and expansion goals • Drive product adoption, customer satisfaction, customer health, advocacy, and referenceability • Develop and execute a scalable customer success strategy and proactive customer engagement model • Ensure customers have the products, services, and tools needed to accomplish their goals • Develop and execute a customer health scoring framework to predict risks and opportunities • Lead post-sales escalations with the Head of Customer Experience • Define career paths and develop talent through training, coaching, and performance management • Foster a customer-first culture aligned with business objectives • Optimize the customer journey from onboarding through renewal and expansion • Build cross-functional relationships to create a unified customer experience • Evolve QBR and EBR routines for high-value customers • Develop customer advocates and collaborate with Marketing on case studies, referrals, and success stories • Partner with Sales on customer handoffs and expansion strategies • Work with Product & Innovation leaders to provide customer insights influencing the roadmap • Collaborate with Marketing on engagement, content strategy, and advocacy programs • Align with Support and Professional Services on the post-sales experience • Coordinate Path to Green efforts and ongoing delivery, support, and operations • Mature Customer Success playbooks and account development strategy • Evolve metrics and KPIs, own customer success metrics narratives, and forecast retention and expansion • Leverage Gainsight, Salesforce, and other Customer Success technology to automate and scale engagement • Refine CSM playbooks, workflows, and reporting

🎯 Requirements

• 10+ years’ experience in a Customer Success Leadership position, handling highly complex issues • Strong leadership track record building and growing high-performing teams • Outstanding written and verbal communication skills at the C-level • Ability to influence without authority and manage stakeholders effectively • Deep experience leading and responding to complex critical incidents • Ability to manage multiple initiatives simultaneously • Technical knowledge of complex systems • Experience directing and maximizing collaboration with global teams • Strong problem-solving and analytical skills • Ability to leverage data to drive decisions and continuous improvement • Strong collaboration and cross-functional communication skills • Strong organizational skills • Commitment to measuring the impact of personal and team performance

🏖️ Benefits

• Health insurance for the employee and family, available on day one • Holistic wellness programs with generous incentives • Fertility coverage • Adoption/surrogacy assistance • Up to 15 vacation days • Paid holidays • Sick leave • Volunteer leave options • Parental leave options • 401(k) match • Educational and training opportunities through company programs • Tuition assistance • Student debt support • Competitive compensation • Comprehensive benefits and programs